Knowledgebase

Unoeuro Migration - FAQ

In the spring of 2018 Surftown was acquired by Zitcom Group. Following this event it has been decided that Surftown should be a part of the Unoeuro family. Therefore we have started migrating all customers from Surftown to Unoeuro systems. Since it would not be realistic to move all of our customers at once, with so many different configurations, we have decided to migrate a few customers at a time, to ensure the least amount of downtime and potential inconviniences. We will do our best to solve issues related to this move as fast as possible and a link to both Unoeuro and Surftown support, can be found in the bottom of this article.

 

Table of Contents

  1. My account is closed, Why?
  2. Can i stay with Surftown?
  3. I have not received a migration email. Why?
  4. I have received a mail from Unoeuro about domain migration, why?
  5. I have forgotten my login details, what should i do?
  6. Will there be a price increase when migrating to Unoeuro?
  7. What kinds of support do Unoeuro offer?
  8. What is the major differences between the Surftown configuration and the Unoeuro configuration?
  9. My domain is being controlled by a third-party, what should i do?
  10. My website no longer works after the migration to Unoeuro, what should i do?
  11. My E-mail no longer works after the migration to Unoeuro, what should i do?
 

My account is closed, why?

If your account with Surftown is closed, it is most likely because the account has been migrated to Unoeuro. When your account has been moved, you will no longer be able to access your old login at Surftown. 

A couple of weeks before the migration, we have sent out a mail about the migrations. This mail included among other information, access to the new Unoeuro controlpanel, what you need to change in your email program and information regarding updating DNS settings, if configured externally. If you have not received this mail, then you can see the same information included in the mail, by simply logging into unoeuro.com/surftown, using your Surftown controlpanel login.


Can i stay at Surftown? 

If you wish to remain with Surftown for a little longer. Then you can go to unoeuro.com/surftown and  postpone the move 30 days at a time. You can do this every 30 days until our current servers are closed down. By then it is no longer possible to postpone the move. Keep in mind that if the migration has already been executed, then it is no longer possible to postpone.


I have not received a migration email, why?

If you have not received a migration email with details about the migration, it is possible it has been blocked by your spamfilter.
This of course is regrettable. Luckily you are able to see the contents of the email online. If you go to unoeuro.com/surftown you are able to log in with your Surftown Controlpanel login. Here you can see what has been changed on your account when it was moved to Unoeuro, and what mail server you should use going forward as well as how to access your new Unoeuro account.

I have received a mail from Unoeuro about domain migration, why?

When your service is migrated to Unoeuro, domains controlled by Surftowns nameservers should also be moved to Unoeuros name servers. Depending on the domain, you might receive a mail notification making you aware that we are performing the name server change. This does usually not mean that you have to take any action. It is just a simple mail making you aware that the change is happening.
 

I have forgotten my login details, what should i do?

  • If you remember your contact email address, but have forgotten your password.

If you remember your contact email address, but not your password, then you can go to controlpanel.surftown.com/clientarea/ and press "Forgotten your password?". There you will be able to get a password reset mail sent. That mail will make is possible for you to choose a new password.

If you no longer have access to your contact email address you can contact Unoeuro or Surftown support. Link to Unoeuro and Surftown support can be found in the bottom of this article.

  • If you have forgotten both your contact email address and your password.

If you have forgotten both your contact email address and your password, you should consider contacting Unoeuro or Surftown support. Then we will be able to help you verify ownership of the account and the domains on the webhotel and then help you change your contact email address. Link to Unoeuro and Surftown support can be found in the bottom of this article.


Will there be a price increase when moving to Unoeruo? 

When we migrate your service to Unoeuro, we will try to match the service you had at Surftown with a similar service at Unoeuro. We try to match both functionality, and price. However Unoeuro has a different setup and do things differently than Surftown in their setup. Because of that, some may experience a price increase while others will have a cheaper solution.

However the prepaid period at Surftown will continue at Unoeuro. That means that if you, at the time of the migration, have 10 months left on your webhosting at Surftown, then you will not get a new invoice from Unoeuro until that period is over. 

Unoeuro's prices can be found here: unoeuro.com/products/ 

The future prices of your product can be viewed as soon as the migration date is set and you get the migration email. If you go to unoeuro.com/surftown, you can see the configuration your current service will be converted to.


What kinds of support does Unoeuro offer?

Unoeuro unlike Surftown do not offer phone or chat support. At Unoeuro it is only possible to contact support through a ticket system.  However these inquiries are often handled quickly and a solution to the problem is in most cases quickly found. In most cases it can be solved the same day that the ticket has been created.


What is the major differences between the Surftown configuration and the Unoeuro configuration?

Unoeuro has a couple of differences in their configurations compared to Surftown when it comes to webhosting. At Surftown it has been possible to host multiple domains per webhotel, where at Unoeuro it is typically only one domain per webhotel, which at Unoeuro is called a "Suite".

Unoeuro has 4 different hosting solutions, as well as a free domain hosting service. The different hosting solutions can be found here: unoeuro.com/products

It is possible to add extra domains to a Suite. However, these additional domains do not allow hosting services. You can instead use these extra domains for aliases, subdomains et cetera, for the main domain on the suite.

This kind of configuration makes it so that every domain has its very own FTP access. This increases security in many ways. Especially against hackers gaining access to the FTP of a domain.

Besides this, Unoeuro offers more mail space per account. On the biggest Suite your can have up to 32 GB/Mail account. Where Surftown only offers 10 GB/Mail account on Business solutions.

Unoeuro also has a lot of other features, that Surftown have not had the possibility to support. This among other features includes:

  • SSH access
  • Two-factor authentication
  • Seperate E-mail address for invoices
  • DNS templates
  • Cronjobs
  • Anonymous Whois
  • DNSSEC-Signering
  • Restoration of data through the controlpanel
  • .NET Core (On ASP.NET services)
  • MS access
  • Microsoft SQL 2017
  • Access with IIS manager
  • And much more...
All webhosting specifications can be found here:unoeuro.com/products/

My domain is being controlled by a third-party. What should i do?

If you have received a mail from Unoeuro regarding your domain being controlled by a third-party, it means that the domain is currently on another domain host's nameservers. To see what nameservers the domain is currently placed on, you can look up the domain using a whois lookup tool. you can for example use this: whois.com/whois/

When looking up the domain, you will, in the top section, be able to see the name servers that the domain currently uses. If you do not see the Unoeuro name servers as shown on the picture below, then you need to contact the domain host that controls the name servers used by the domain, so that the DNS can be updated to point to the correct A-records and MX records. These can be found on your Unoeuro controlpanel or at unoeuro.com/surftown.

If the domain is not on Surftown's nameservers prior to the migrations, then we are not able to update and migrate the DNS information currently used for you as we do not control the domain.

If you do not make sure the DNS configuration is updated prior to the migration, you may experience downtime until the domain again points correctly. Depending on your domain host and their TTL setting, these changes can take between a couple of minutes and up to 48 hours.

Nameservers


My website no longer works after the migration. What should i do?

If you website does not work correctly after you have been moved to Unoeuro, you should investigate if the domain points to the correct webserver. You can do this by looking up the domain here: whois.com/whois/

If the domain is controlled by a third-party domain host we are not able to update the DNS when moving the domain. See question above "My domain is being controlled by a third-party. What should i do?" If that is the case

It is also a possibility that the website content that was transferred is using older elements that is no longer supported at Unoeuro.

If the A-record points correctly and you are sure the website does not have old elements, then you should contact our support. Link to Unoeuro and Surftown support can be found in the bottom of this article.


My E-mail no longer works after the migration. What should i do?

If your mail does not work correctly after the migration, then you should start by investigating if the domain is pointing to the correct mail server. You can do that by looking up your domain with this tool: mxtoolbox.com.
The hostname should be mx.unoeuro.com. If it is not, then your mail will not work. We change this setting automatically when migrating. However if the domain is controlled by a third-party, we are not able to. If that is the case, please see the question above  "My domain is being controlled by a third-party. What should i do?"

If the domain is pointing to mx.unoeuro.com, then there are other issues that can be investigated. The most common issues are:

  • If you only use webmail

First off, make sure that you are using webmail.unoeuro.com to access the webmail. If you are told that you are using the wrong password, then your first step should be to simply change the password. This is done through the Unoeuro controlpanel. If you are not the owner of the webhotel, please contact the owner for assistance.

The password can be changed through the Unoeuro Controlpanel. You can find instructions on how to change the password for a mail account here: unoeuro.com/support/faq/1/191

  • If you have configured mail on a mail client

If you have configured your email in a mail program like Outlook, Apple mail, Thunderbird or a device like a phone, tablet, et cetera, you should investigate if you have updated the incoming and outgoing mail server in the mail program / on the device. If this has not been done, and if you are still using mail.surftown.com, it is important to update the incoming and outgoing mail server to the following(IMAP):

    • incoming mail server: mail.unoeuro.com
    • Outgoing mail server: asmtp.unoeuro.com

If these mail servers are configured in the mail program / on the device. Then it should work correctly. Is this not the case then please try to change the password and update the password in the mail program / on the device as well. You can see how to change your password here: unoeuro.com/support/faq/1/191

To confirm the password is correct you can test it by logging in here: webmail.unoeuro.com

 

If none of the above suggestions have helped with your problem, and you still experience mail issues. Then you are more than welcom to contact our support. ink to Unoeuro and Surftown support can be found in the bottom of this article.


Support

If you have questions or run into issues that you are not able to solve yourself. Then you can contact Unoeuro and Surftown support here:

Unoeuro Support: Unoeuro.com/support

Surftown Support: Surftown.com/contact

You can also find guides on how to use,configure,troubleshoot et cetera at Unoeuro here: unoeuro.com/support

Contact
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