Learn how to manage your LCN account and billing preferences with our guides

How to manage auto-renewal preferences

If you have selected to store your card details when placing an order with LCN – auto-renewal will be enabled automatically for the domains or hosting services added to your account. You can check or update your auto-renew preferences, by going to the Auto-Renew section of your account: How do I change auto-renew preferences? You can disable or enable auto-renewal, or change the term that any services within your account will be automatically renewed for by going to the Auto-Renewals section of your account. This page will list the domain names registered to your account and also any web-hosting plans with the associated domain names. To disable auto-renewal, uncheck the tick-box alongside the domain name/hosting plan, then select the button to save auto renew settings: You can also change the renewal term for any services where auto-renewal is enabled, by selecting the number of years required from the drop-down menu and selecting to save auto renew settings. How do I stop auto-renewal from being enabled when I register a domain? If you have stored card details to your account, auto-renewal will be enabled by default whenever you register a new domain or order a hosting plan. You can change this preference by unchecking the option to ‘Enable Auto Renew for all new purchases’ and then clicking the button to 'change auto renew preferences'. When will auto-renewal payments be taken? Auto-renewals will be processed 3 weeks in advance of the expiry date for domain names or web-hosting plans. This is carried out early to avoid loss of service in the event that your card details need to be updated, or if the transaction is blocked or declined by your card provider. Will I be notified before payment is taken? We will send a reminder 2 days in advance of taking payment for any auto-renewals – this should provide the opportunity to disable auto-renewal for any services that are no longer required. This warning will not be provided if auto-renewal is enabled within the week before auto-renewal payment is taken. What can I do if a domain/hosting plan that is no longer required has been automatically renewed? If you have received notification of an auto-renewal for a service that is no longer required – you should be able to disable auto-renewal within the 2 days between the notification email and the payment being taken. If you have missed the notification email and an unwanted service has been automatically renewed – for hosting plans; we can provide a full refund if you request cancellation of the order within 30 days. For domain renewals; you will need to request cancellation of the renewal and respond to the cancellation email that our support team will provide within 48 hours of the order. If your request to cancel a domain name auto-renewal is made or confirmed outside of this 48 hour window we will not be able to provide a refund for the domain renewal costs. You can contact the LCN support team with any queries regarding auto-renewal on: 01438 342490, or by raising a support ticket from the following page: Contact Us.

How to order and manage Cloud Hosting

This guide explains how to order and manage Cloud servers within your LCN account. You can find guides on managing cPanel and Vesta control panels here. Let’s get started… Ordering a Cloud Server To setup your new Cloud Server you need to customise/select your package. Your browser does not support the video tag. Use the slider to select the size of your Cloud Server. The specifications of the different plans are detailed below: Size CPU RAM HDD XS 1 core 512GB 20GB S 2 cores 1GB 50GB M 4 cores 2GB 100GB L 6 cores 4GB 150GB XL 8 cores 8GB 200GB Choose your Operating System: You can select either the CentOS or Ubuntu Operating System Please note: cPanel is not supported if Ubuntu OS is selected. Choose your Control Panel: Select a control panel for managing your server – VestaCP is open source and can be added at no additional cost, the license for cPanel will add an additional £15+VAT to the monthly cost of the package. Please note: cPanel is not supported if XS or S is selected. Choose your Billing Cycle: Select between monthly, quarterly, or yearly billing. Please note: You will be billed automatically on the expiry date of your Cloud Server, providing you have an active payment card stored on your LCN account. Once the server setup has completed you can manage it from the Cloud Server section of your LCN account. Managing Cloud Servers within your account From the Cloud Servers section in the LCN account, you can restart a server by selecting the reboot button: Selecting the stop button will shut down the server until the start button is selected: The Upgrade option allows you to increase the specs of your server to any of the higher options by paying the difference based on your remaining subscription term. Be aware that whilst you can upgrade a cloud server plan at any time – it is not possible to downgrade to remove allocated resources once an upgrade is applied. Manage IP Address Servers will be allocated one IP address. The Public IP Address, Private IP Address, and PTR Hostname can all be managed from the from the Cloud Servers section in the LCN account. Please note: Further IP’s can’t be configured on the Cloud Server. Accessing the control panel You can select the CONTROL PANEL button to access the control panel for the server: Details on accessing the server control panel will also be sent in a setup email. Cancelling your Cloud Server You can cancel your server at any time by selecting the Cancel Cloud Server option from the top left of the Cloud Servers section, at which point you will need to accept the terms of the cancellation. Make sure you have a backup of any data before cancelling as the cancellation will be applied immediately and all data will be permanently destroyed Related guides How to add a domain on Cloud hosting using Vesta Control Panel How to add email addresses on Cloud hosting using Vesta control panel How to add email addresses on Cloud hosting using cPanel How to add a domain on Cloud hosting using cPanel

How to update your LCN account details

This guide will explain how to update your LCN account information including: username, password, account holder contact information, security question/answer and billing details. This will allow you to change the login details required to access your account, or to pass management of your account to another individual and remove your contact details from the account. Skip to: Changing your username Changing your account password Regaining access to your account Changing your account security details Changing billing information Changing account holder details Let’s get started… Updating your LCN account username Login to your LCN account. Click the Account Details icon from the My Account page of your account To update your account username, you will need to enter a new email address using the following section of the page: Please Note: When you change the email address for your account, this will automatically become your username. This will also change the email address that any renewal reminders for your account are sent to. You can also set a backup email address for your account from this page if you want renewal reminders to also be sent to an alternative address Updating your LCN account password Login to your LCN account. Click the Account Details icon from the My Account page of your account and go to the ‘Update Password’ section. Enter your current password, then enter the new password you want to apply into the relevant fields, then select update password. Regaining access to your account If you've lost the username/password needed to access your account you can use these pages to reset your password or get a username reminder. If you no longer have access to the email address that you originally signed up with, the support team can help you to regain access to your account if you get in touch with us by phone, email or live chat. Changing your security question/answer Login to your LCN account. Click the Account Details icon from the My Account page of your account and go to the ‘Security Question and Answer’ section. Select a security question for your account and enter an answer for the security question, click update security question to apply this change: Changing or removing billing information Login to your LCN account. Click the Orders and Billing icon from the My Account page. Select manage cards, then select delete alongside any card details that you need to remove. You can then select add a new card to enter a different card to be used for auto-renewals or any future orders/renewals. Please Note: Storing a card to your account is not required, but would be needed if you want to enable auto-renewal for any services within your account. Changing account holder details If you need to pass control of your LCN account to someone else, this can be carried out by updating your accounts contact information. Changing account holders name and address details Login to your LCN account. Click the ‘Contacts’ icon from the My Account page of your account. Select edit alongside the default contact on this page. Here you can then change the account holders name, address and contact details. Select update contact details to save any changes applied on this page. Your browser does not support the video tag.

How to contact us

This guide is designed to show LCN customers how to get in touch with us for sales & technical support and all other enquiries. Give us a call Our UK-based support team are available 7 days a week between the following hours: Monday-Friday: 08:00-22:00 Saturday-Sunday: 09:00-17:30 If you’re calling from within the UK, you can reach us on: 01438 532 000 Customers in the USA can reach us on: +1 646 889 1942 For international callers: +44 1438 532 000 You can place an order with us over the phone or call for technical support, help with managing your account and any other enquiries. Chat with us Live chat support is available 7 days a week during the same hours as telephone support: Monday-Friday: 08:00-22:00 Saturday-Sunday: 09:00-17:30 Look for the ‘Chat to us’ pop-up in the lower right corner of any page on the LCN.com website. If the chat pop-up isn’t available our agents may be busy or live chat support may be temporarily unavailable. Send us an email You can send us an email by opening a support ticket from the following page: https://www.lcn.com/contact You’ll receive an email after opening a ticket that you can reply to directly. Any updates to support tickets will be sent by email to the address provided when raising a ticket. Log in to your account before opening a ticket for a faster resolution, as we shouldn’t need to contact you to verify account security before responding to tickets raised whilst logged in. Support tickets will be responded to on a first come, first served basis; If your enquiry is urgent we’d recommend to give us a call or get in touch via live chat to escalate your enquiry. Postal Address All support enquiries and billing/payment enquiries should be raised via the contact methods outlined above. If you do need to write to us for any reason, the following address can be used: LCN.COM Ltd Units H, J, K, Gateway 1000 Whittle Way Stevenage Hertfordshire SG1 2FP UK Feedback If you want to provide feedback on the service you have received from LCN or to say thanks for any help provided by the support team we invite you to share a review via Trustpilot: https://uk.trustpilot.com/review/www.lcn.com We read and respond to every review and welcome your (hopefully positive!) feedback. Complaints If you have a complaint that you need to escalate to our management team, we request that you send a written summary of the complaint by email from the following page: https://www.lcn.com/contact This will help to make sure that we have the specific details on the nature of any complaints so that we can provide a suitable response. You can view full details on our complaints policy here: https://www.lcn.com/complaints_policy Reporting Abuse If you want to report an abuse of our services, you can view details on our abuse policy here: https://www.lcn.com/abuse_policy This will explain how you can contact us to report abuse and the information we’ll need to investigate. Recruitment The following page will provide details on any available positions with LCN and how to get in touch with us for any applicants: https://www.lcn.com/about/jobs

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