How do I transfer my hosting package to a different Heart Internet account?

There is currently no system in place to allow an entire hosting package to be transferred between accounts easily, however, if you would like our support team to assist with the transfer of the entire package directly to the other account, please ask the receiving Heart Internet account to raise a support ticket from their Customer Services page regarding the migration, where they specify exactly what they want migrated and we will guide them further.

If you'd prefer to perform a manual transfer, you can transfer the website to another account in a way similar to if you were to switch to another hosting company by following the steps below.

Please note that these steps apply only for eXtend -> eXtend migrations only (as well as Resellers). If you are interested in a cPanel/Managed WordPress package instead, please reach out to our Sales team to discuss further options and so we can assist with the migration.

First, you must back up your website:

1. Log into your eXtend Control Panel 
2. Click ‘Backup/Restore’ under ‘Files’ 
3. Click ‘Create Full Backup’ 
4. Save the ZIP file 

Then back up your databases: 

1. Log into your eXtend Control Panel 
2. Click ‘MySQL Databases’ 
3. Scroll down to the database you want to back up 
4. Click ‘Backup’ 
5. Save the ZIP file 

If you do not have a local copy of emails stored in your mailboxes, you will also need to download those as well.  To download emails: 

1. Download a desktop-based mail client (Outlook, Apple Mail, Thunderbird etc.) 
2. Set up the mailbox in the mail client using the mail server settings below 

Incoming Server: imap.extendcp.co.uk 
Incoming Server Port: 993
Incoming Encryption: SSL/TLS
Incoming Authentication Type: Password 

Outgoing Server (SMTP): mta.extendcp.co.uk
Outgoing Server Port: 587
Outgoing Server Encryption: STARTTLS
Outgoing Authentication Type: Password 

Once you have made a backup, you'll then need to delete the hosting package.If you're a reseller, this can be done from within the Manage Hosting Accounts section of the Reseller Control Centre. If you are not a reseller, you can request cancellation of the package by contacting our Support Team. 

Afterwards, transfer the domain name to the new account:

1. Log into your Heart Internet Customer Area
2. Click ‘Manage Domain Names’ 
3. Select the domain name from the drop-down list under ‘Manage Web Hosting Domains’ 
4. Click ‘Manage Now’ 
5. Click ‘Inter-Customer Transfer’ 
6. Enter in the email address of the account that you would like to transfer the domain name into 
7. Click ‘Request Transfer’
8. Wait for the email to appear for the other account 
9. Log out of your Heart Internet Customer Area and log back in under the new account 
10. There will be a message about the domain transfer 
11. Complete the steps required to accept the domain name

Once that's done, if you do have an existing eXtend hosting on the other account, please assign the domain to it.

Otherwise, you can reach out to our Sales team to further discuss pricing and availability.

For Resellers: 

1. Log into your Reseller Control Centre 
2. Click ‘Configure Hosting Package Types’ 
3. Click the ‘Web Hosting Package Creation Wizard’ link 
4. Go through the steps of creating a new hosting package 
5. Click ‘Add Hosting Accounts’ 
6. Attach the new hosting package to the domain name

Then restore your website: 

1. Log into your eXtend Control Panel 
2. Click ‘Backup/Restore’ under ‘Files’ 
3. Under ‘Upload your backup file’ click ‘Choose File’ and select your backup 
4. Click ‘Start Restore’

Then create and upload new databases: 

1. Log into your eXtend Control Panel 
2. Click ‘MySQL Databases’ 
3. Enter in a username and password for your new database 
4. Click ‘Create’
5. When your database has been created, click ‘Restore Backup’ under ‘Manage MySQL Databases’ 
6. Select the database you want to restore to 
7. Click ‘Choose File’ and select your database backup 
8. Click ‘Restore’ 

Your database will be restored, but you may need to change the username, database name, and password in your scripts to ensure they are connecting properly. 

Then create your mailboxes:

1. Log into your eXtend Control Panel 
2. Click ‘Mail Boxes’
3. Under ‘Add a New Mail Box’, enter in the mailbox name and select the domain name it is attached to 
4. Click ‘Add’ 

With the domain transferred, the hosting package created, and the site restored, you should have your site up and running shortly.