If you have registered a domain name or purchased web hosting through a third party—such as a web agency, reseller, or IT provider—your services are managed by that business. While Ecenica provides the underlying hosting infrastructure, all account management, billing, and support are handled by your reseller.
Who Manages Your Service?
When a business (such as a web agency or reseller) sets up a domain or hosting service on your behalf, they are responsible for managing your account, billing, and support. They may offer you a branded experience while using Ecenica’s infrastructure to deliver the service.
Your reseller is fully responsible for:
- Managing your account and billing.
- Providing technical support for your services.
- Handling domain renewals and hosting upgrades.
Ecenica cannot provide direct support for reseller-managed accounts. You must contact your reseller for any issues related to your domain, hosting, or email services.
Accessing Your Services
Because your account is managed by a reseller, you will not have direct access to the Ecenica Dashboard. Any changes to your hosting, domain settings, or email configuration must be made through your reseller.
If you’re unsure who your reseller is, check:
- The company that invoices you for your domain or hosting.
- The contact details in emails related to your domain or hosting setup.
- Your website developer or IT provider.
Getting Support
For most technical and account-related issues, you should reach out to the business that manages your service. However, if you need to verify your domain ownership or manage DNS settings, you can check your domain’s WHOIS information to find the registered details.
Ecenica provides the hosting infrastructure, but the reseller or agency is responsible for account management, so we may be limited in the support we can offer directly.
- If you need help with your hosting or domain, contact your reseller directly.
- If your website or email is down, your reseller is responsible for investigating and resolving the issue.
- If you need to renew your domain or make DNS changes, your reseller must process the request.
Ecenica cannot make changes to reseller-managed accounts or provide technical support directly.
Transferring Your Domain or Hosting to Ecenica
If you wish to manage your domain or hosting directly with Ecenica, you will need to request a transfer from your reseller. This typically involves:
- Contacting your reseller to request a transfer.
- Obtaining the necessary credentials (such as EPP codes for domains).
- Creating an account with Ecenica and completing the transfer process.
For help transferring your services to Ecenica, please contact us.
What If You Can’t Reach Your Reseller?
If you are unable to contact your reseller and need urgent assistance, consider the following steps:
- Check your domain’s WHOIS information – You may find alternative contact details for your reseller.
- Review past invoices and emails – Look for any alternative contact methods.
- Contact Ecenica for domain recovery – If your domain is at risk of expiring, Ecenica may be able to assist with transferring it to your own account.
- Set up a new hosting plan – If your website or email is down and you cannot reach your reseller, you may need to purchase a new hosting plan directly from Ecenica.
Can Ecenica Contact My Reseller?
Due to privacy regulations, we are unable to provide direct contact details for your reseller. However, where possible, we may be able to relay your request to them on your behalf. Please contact us with details of your request, and we will assist where we can.
