Frequently Asked Questions

We are constantly collecting our customers most frequently asked questions.

 

 
Pre-sales questions

Q. What forms of payment do you accept?
A. Credit Cards, PayPal

Q. Is tax included with my monthly or yearly plan?
A. Yes, tax is included within the price.

Q. Can I pay monthly?
A. Yes, you may pay monthly

Q. Are there any additional costs, or setup fees?
A. No

Q. How long does it take to setup my account?
A. Your account will be setup automatically within 60 minutes of ordering.

Q. Are your server's Unix, or NT?
A. Our servers are Linux Red Hat 7.3. and Red Hat 9.0

Q. Will you place ads on my site?
A. We will NOT place ads on your site.

Q. Do you allow sites to advertise for money, on their web site?
A. Yes, we allow sites to have commercial advertisements.

Q. Do you allow adult sites?
A. Yes, we allow adult sites.

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Domains

Q. How long does it take to get my domain working?
A. It usually takes 24-48 hours for a domain to fully propagate.
 
Q. What do I set my domains name server's to?
A. ns1.polarlive.com | ns2.polarlive.com

Q. What is an addon domain?
A. An addon domain is a fully functional domain that will work out of a folder in your main sites ftp.
 
Q. READ THIS BEFORE SETTING UP AN ADDON DOMAIN!
You cannot create an addon domain if your dns hasn't proprograted to the server already. So after you change
the sites dns you are trying to add you will need to wait 24-48 hours before attempting to create your addon
domain.
A. There are three fields cpanel asks for when creating an addon domain.
1. "New Domain Name:"   You will put in the newdomain.com do not put www in the name!
2. "Username/directory/subdomain Name:" This will be the folder cpanel creates in your main accounts ftp. MAKE
SURE that the name you give it doesn't already have a folder. Example... If you want to give it the username
chris. You cannot have a folder in your account named chris already. If you do and still try creating the
username for the addon domain to be chris you will mess a lot of things up!!!
3. "Password:" fill in any password you want here. 

Q. Help I added an addon domain why did it say subdomain added ?
A. It creates it as a subdomain by creating the folder within your main sites ftp. Please ignore this! It is a
fully functional domain name. It is only called a subdomain when in fact it is an addon domain.

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Control panel
 
Q. What control panel do you use and do you have a demo?
A. The control panel we use is called Cpanel. A demo of Cpanel can be found here
Login with the username demo, and the password demo.

Q. Do you have a manual for our control panel?
A. Go to http://www.cpanel.net/docs/cp/index.html
 

Q. Where do I go to login to my control panel?
A. You go to http://www.polarlive.com/cpanel
 

Q. Do you offer telnet or shell access?
A. No due to security reasons we do not offer telnet or shell access. You are still able to unzip files on the
server using our file manager as well as the ability to setup cron jobs.

Q. Can I password protect directories?
A. Yes you can password protect directories with CPanel.

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FTP

Q. How do I upload my files?
A. With any FTP software or via ftp://www.polarlive.com 

Q. Where can I download a free FTP software?
A. We recommend downloading WS FTP from here

Q. It's not letting me upload my files what's wrong?
A.1 Make sure you are uploading to the right web directory which is the public_html folder.
A.2 Make sure that your FTP user quota is set properly.

Q. Why doesn't my ftp password change when I change my Cpanel password?
A. Please allow 24 hours for your FTP password to sync with your Cpanel password.
 
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Paths to your account

 Q. What is the path to my users files?
A. The path is /home/username/public_html

Q. What is the local path to perl?
A. The path to perl is /usr/bin/perl

Q. What is the path to curl?
A. The path to curl is /usr/bin/curl

Q. What is the path to ImageMagick?
A. The path to ImageMagick is /usr/bin/

Q. What is the path to convert for ImageMagick?
A. The path to convert is /usr/bin/

Q. What is the path to sendmail?
A. The path to sendmail is /usr/sbin/sendmail

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E-mail

Q. How do I create email accounts?
A. To create an email account login to your control panel and click add/remove email account's.

Q. What do I put for both incoming and outgoing mail server?
A. For both incoming and outgoing mail server put mail.yourdomain.com

Q. Where do I go to check my emails using my browser?
A. http://www.yourdomain.com/webmail/

Q. How can I setup webmail to go directly to horde, neomail or squirrel mail?
A. Login to the one you prefer to use after doing so copy the entire url from your address bar. You will not
login to your cpanel and create a subdomain to go to the address you just copied.

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CGI/MySql

Q. None of my cgi scripts are working on the server. How do I get them to work?
A. Make sure that they are chmoded to 755

Q. How do I create databases and manage them?
A. Login to your cpanel and click MySQL Databases. After your database is created you can manage it from
phpmyadmin. This can be found at the very bottom of the MySQL page.

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Software Versions

Q. What version of php are you using?
A. We are using version 4.3.11

Q. What version of perl are you using?
A. We are using version 5.8.3

Q. What version of MySQL are you using?
A. We are using version 4.0.24

Q. What version of cpanel are you using?
A. Our servers automatically stay up to date with the most recent stable Cpanel version.

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Billing 

Q. How do I get the 30 day money back?
A. Simply email us your username, password, and why you wish to cancel within thirty days, and we process your
refund in less then 24 hours.

Q. How do I make a payment?
A. All online payments are recurring. Your payment will automatically be deducted.

Q. How do I stop billing?
A. If you wish to close your account simply email us your username, password, and why you wish to cancel. You
must also include "I give you permission to delete my website and all of it's content."

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SSL

Q. What is the difference between shared ssl and private ssl?
A. A shared ssl displays as https//http://70.86.183.93/~yourusername/ A private ssl would display as https://www.yourdomain.com
in the address bar.
 
Q. How do I purchase a private ssl from you and what type is it?
A. Please email to do so. support@polarbasic.com
 
Q. What is the path to the free shared ssl?
A. We need to activate the shared ssl on each site manually that will require it. please email to do so support@polarbasic.com .

Q. I'm going to purchase my own ssl what do I need to know?
A.1 You will need a dedicated IP address, ehich cost 4$ per month,
A.2 Our servers are Apache + Mod SSL If you require assistance from us to install it there will be a $35.00
installation fee. please email to do so support@polarbasic.com
 
Q. How do I transfer a ssl?
A. Every place that sells ssl's has a different transfer procedure. You will need to ask the supplier you
purchased it from.

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Subdomains

Q. What is a subdomain?
A. www.domain.com is a domain name. A subdomain is anything that replaces the www in a domain name.forum.aol.
com is a subdomain. www.forum.aol.com is not a subdomain.
Addon Domains

Q. READ THIS BEFORE SETTING UP A SUBDOMAIN!
A. To create a sub domain cpanel asks for the name you wish to use. MAKE SURE the subdomain name you give it
doesn't have a folder already named that name. If it does the sub will not work. Example... I want to create
the subdomain test.hostgator.com so my sub name is going to be test. If I already have a folder in my ftp
named test I need to delete it or rename it to something different before I create the subdomain with the test
name from cpanel.

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Templates

Q. What are the advantages of purchasing a website template?
A. The major advantage is price: You get a high quality design for just $20-$70. You don't have to hire a web designer or web design studio. Second advantage is time frame: It usually takes 5-15 days for a good designer to produce a web page of such quality.

Q. What do I receive when I order a template?
A. After you complete the payment via our secure form, then you will receive a confirmation email with link(s) to download .zip(s). The .zip file(s) contains the following: PSD file(s), HTML file(s), fonts and advanced clipart library.
You will need unzipping software to open the .zip archive. Windows users may visit www.HotScripts.com or www.WinZip.com. Mac users may visit www.StuffIt.com.

Q. In what formats are your templates available?
A. Website templates are available in Photoshop and HTML formats. Fonts are included with Photoshop file. In most templates HTML is compatible with Adobe GoLive, Macromedia Dreamweaver and Microsoft Frontpage.

Q. What am I allowed and not allowed to do with the templates?
A. You may:
Build a website using the template in any way you like.
You may not:
Resell or redistribute templates (like we do).
Claim intellectual or exclusive ownership to any of our products, modified or unmodified. All products are property of content providing companies and individuals.
Make more than one project using the same template (you have to purchase the same template once more in order to make another project with the same design)

Q. What is the difference between unique and non-unique purchase?
A. NON-UNIQUE PURCHASE:
Non-exclusive purchase means that other people can buy the template you have chosen some time later.
UNIQUE PURCHASE:
Exclusive purchase guarantees that you are the last person to buy this template. After an exclusive purchase occurs the template is being permanently removed from the sales directory and will never be available to other customers again. Only you and people who bought the template before you will own it.

Q. Is it reasonable to make unique purchase of template that was already purchased before?
A. Yes. Because there is very small chance that you will find the same design on the net. There are more than 3,000,000,000 webpages online now according to statistics on www.google.com.

Q. Is the license a one-time fee payment?
A. Yes, the payment for your template is a one-time fee without any additional charges. After purchasing you may use the template as many times as you need for one website.

Q. Is it possible for me to pay one price and have access to all downloads for a certain amount of time?
A. Sorry, we do not provide membership based services.

Q. I would like to make payment by company check. Is that possible?
A. Please use MoneyBookers payment option. They accept payments by check

Q. Is there any return policy?
A. Since our company is offering non-tangible irrevocable goods we do not issue refunds after the product is shipped, which you are responsible for understanding upon purchasing any article at our site. Please make sure that you've carefully read 'sources available' section. We only make exceptions with this rule when the product appears to be not-as-described on a case by case basis in agreement of the parties concerned. The deadline for any refund claim is one week after the delivery date.

Q. I ordered a template but haven't received the download information.
A. In this case please contact our Billing Department via support chat or e-mail (billing@template-help.com).

Q. I was billed twice. I received 2 emails from merchant
A. Make sure that these charges have different order IDs. If it is so, contact our billing department.

Q. Is it possible to reactivate my download link if it was deactivated after 3 days?
A. Yes. Please contact our billing department and they will reactivate your link.

Q. I would like to purchase a template, but it is not available on the site anymore.
A. The template has been sold out for exclusive price. Look for similar templates in our collection!

Q. How can I modify a template to suit my particular website?
A. Please visit our Help Center Section to get detailed information.

Q. Are your templates Microsoft FrontPage compatible?
A. Most of templates come with HTML that is compatible with Adobe GoLive, Macromedia Dreamweaver and Microsoft Frontpage. Please check the 'sources available' field in the template preview window.

Q. What is Adobe Photoshop?
A. Adobe Photoshop is the world's most popular graphics editing package. You can find more info about Photoshop and download a free trial version at Adobe website.

Q. What software do you recommend for making HTML?
A. We think that Macromedia Dreamweaver is the best.

Q. How can I modify flash portion of the template?
A. You need to use Macromedia FlashTM to edit animated part of the template. Please visit the site of the developer: http://www.macromedia.com/software/

Q. When I try to open the flash fla file, I get an error Unexpected file format.
A. This means that .fla file is incompatible with your Flash version. Please install Flash MX to edit this file or get in touch with our support personnel to have the file converted to appropriate version.

Q. Can I edit flash template in Swish?
A. No. Our flash templates can be edited only with Macromedia FlashTM

Q. Can I change the pictures on the flash animated website and put my own pictures instead?
A. Yes, you can.

Q. What is the best place to find photos/images for modification of my template?
A. We recommend you to purchase images from www.gettyimages.com.

Q. I was wondering if you could give me the contact info for a particular designer?
A. Sorry, our corporate policy prohibits direct contacts with contractually obliged designers.

Q. Is it possible to use your templates to develop websites for my customers?
A. Yes. It is perfect for designers who want to offer their customers a high-quality design and also save time and money. Mind that when you purchase the template with ordinary or exclusive licence you're entitled to create only one project (one domain name).

Q. Can I put low resolution thumbnails of templates on my website for my clients to choose designs?
A. Yes, of course.
 

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For more information please contact our support team at www.polarlive.com/support

privacy@companyname.com