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Customer Help

Our happiness team is always here to assist.

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Frequently Asked Questions

Common hosting questions answered…

Orders and Setup

Your account will automatically be created on completion, and successful payment, of any of our hosting plans. The time it takes to complete the setup on our end depends entirely on what you need done (see How Long Does It Take to Set Up My Account).

Once you have purchased and successfully paid for your desired hosting plan, you will receive an email questionnaire within a matter of minutes that will provide us with the necessary information to set up your account. 

If you  are starting from a blank slate, your account will set up immediately and you will receive and secondary email with your credentials within 15 minutes.

If you would like to request that we migrate your site from an existing host, you will receive a follow-up email with instructions on the migration process

All order status notices are delivered via email, so please add @solutionhippo.com to your email white-list to prevent notices from ending up in your spam folder.

Sales tax is calculated and applied based on the location where services are performed. We determine the location where our services are being used by looking at the address you provide when you sign up.

Under certain circumstances, you or your company might be eligible for sales tax exemption. Sales tax exemptions are handled on a state-by-state basis. If your organization is exempt from sales tax please reach out to our support team and provide a copy of your tax exemption certificate.

No. We do not offer domain registration services. Our focus is on providing premium managed WordPress/WooCommerce hosting.

If you need to register a domain, please check out places like Google Domains, NameCheap, and eNom.

With Google Domains, you can easily integrate Google Apps for email and docs. It also comes with a free world-class DNS service.

We do not provide email as part of our hosting plans outside the scope of transactional emails. This means emails that come from the website forms, orders, and administrative site emails are sent via a no-reply@yourdomain.com.

We highly recommend Google Workspace (previously G Suite), one of the world’s best email services, since it has a lot of features for a great price and allows you to use your own domain name. 

Common billing and support questions…

Billing and Support

If you cancel your shared hosting account during the first 30 days of service we will issue a full refund. This means you can try out Solution Hippo risk-free for 30 days!

See Cancellation Policy

All our hosting plans come with a Standard Software License Agreement (SLA), which is free. We offer Live Chat and 24/7/365 email support.

We also have Advanced and Premium SLAs available.

See SLA details

Your card will be charged for the amount of your monthly/annual subscription each month/year on the same date that you signed up for the service. For example, if you signed up on January 4th you would be charged that day for your first month, and then on February 4th you will be billed for your second month. Like most hosting companies we bill in advance to reduce fraud.

Yes, you can upgrade or downgrade your hosting plan (certain conditions apply).

Some of the considerations are:

  • How much space are you using?
  • How much traffic/bandwidth are being consumed?
  • What add-on licenses have you added?

If you have questions or concerns, please don’t hesitate to contact our happiness engineers and we’ll be glad to review your plan and address any concerns.

When you purchase a hosting plan, whether monthly or annually, your payment details are never stored on our servers. They are stored with Stripe, our credit card processing company. Stripe is one of the most secure payment providers in the industry.

More Questions?

If you didn’t find the answer to your questions, reach out to us – we’re happy to help! 

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