My Account FAQs

Can I change my hosting package?

Yes, you can change your account from your client area by clicking "My Products & Services" and then "View Details" next to the account you wish to change. On the next page, click "Upgrade/Downgrade" and select the package you would like to switch to.

You may also contact support at support@gkg.net and they can assist you with the package that is right for you.

Back to top Can I renew my domain over the phone?

Yes, we will need your domain name and credit card information to do this for you. You will receive an email receipt once your card has been charged and your domain has been renewed.

Back to top How can I switch to annual billing?

Send an email to billing@gkg.net, provide us with your domain name and your request that you would like to be billed annually.

Back to top How can I update my personal information on my hosting account?

You can log into your hosting/billing account by going to: https://whmcs.gkg.net/clientarea.php.

To log into this system, you will need your email address that we currently have on file for you and your password. If you don't remember your password, you can click this link and it will be sent to your email address.

If you don't remember the email address you have on file with GKG or no longer have access to this address, please contact the support department by calling: 877-695-1790, 855-875-6611 or sending an email to billing@gkg.net.

Once logged in you will see a row of buttons/icons at the top under the green menu bar.

Below that you will see:

• Due Invoices - You can view and pay invoices here.
• My Details - From here you can change your details, manage other contacts, add new contacts, change your credit card details and also change your WHMCS password.
• My Domains - Will redirect you to the login for your Domain Management control panel.
• My Invoices - View any past invoices and pay any unpaid invoices.
• Support - Takes you to our support page.
• Affiliates - Instructs you on how to become an affiliate.
• My Products & Services - From here you can view your services that you have. Clicking on the "View Details" button next to a hosting package will show you more detail on the package, allow you to upgrade/downgrade your package, see the FTP/cPanel username and password and change the password if necessary, as well as log into cPanel and/or Webmail by clicking their respective buttons. Last but not least, you can add "AddOn's" to your hosting package such as SSL Certificates, Dedicated IP addresses, etc. From this screen you can also request cancellation of your hosting package.
• My Emails - View any and all emails that our system has automatically emailed you.
• Logout - This will log you out of the WHMCS billing system.

Back to top How do I cancel my hosting or dialup package?

Hosting: You can cancel your hosting account by logging in to your client area and clicking the "My Products & Services" link. This will list all the packages under your account. Click the "View Details" button next to the account you want to cancel. Scroll down to the bottom of the page and click the "Request Cancellation" button.

This will send a cancellation request to our billing department, which will be processed within a few business days.

Dial-up: You can send an email to billing@gkg.net and provide us with your account name (usually the domain name or the email address for your dialup account) to cancel your service. If you do not cancel at least 5 days prior to the new period, you may be liable for the fees due the next period so please make sure you cancel early to avoid additional fees.

Back to top How do I change the username associated with my domains?

First, you need to know what username you are going to change (or transfer ownership of) your domain name to. Remember that all usernames are case and space sensitive.

To change any of the four account names associated with a domain name, please log into your My Account page. Once logged in, select the domain name(s) you want to change to the new account name, and click "Continue". On each of the 4 contacts, is a "Transfer" button. Click this button and enter the new username you wish to transfer that particular contact to. In the case of the registrant, there will be a 60 day lock placed on the domain to protect the previous registrant in the event of a fraudulent change. This is outlined in our service agreement.

Back to top How do I change the password associated with my GKG username?

To change the password associated with a GKG Username, please visit our Account and Domain Management section and log in using the username and password that you created when you registered the domain. Once logged in, simply enter your current password, the new password, and press "Change Password". Back to top How do I create a GKG username?

You can create a GKG username in 2 ways. First, you can create a GKG username during the domain registration process. Second, you can visit our Create a GKG Account page. Remember that your GKG username and password are case and space sensitive.

Back to top How do I edit my contact information associated with my domain?

To change the contact information associated with a GKG username, please log into your My Account page. Once logged in, you can update your contact info accordingly.

To change anything in your domain, (IE: name servers, transfer lock, domain renewals etc.) use the following link: https://www.gkg.net/protected/domain/modify

If the registrant or owner is no longer available and the domain is registered to a business or organization, then an officer or duly authorized agent of the business or organization will need to fill out the following Replace An Account Name Letter.

This letter must be signed and (if possible) notarized and faxed (or scanned and then emailed) to us with payment information (credit card, check, money order or paypal) for the $15.00 administration fee that is required.

Upon verification of the information provided, we can then make administrative changes to your account.

Back to top How much money will I save if I change my account to an annual or biennial billing period?

Please visit our website at www.gkg.net/hosting to see the current discounts.

Back to top I forgot my username, how do I retrieve it?

To retrieve your username, go to our Forgot your Username or Password page. From this page you can retrieve your GKG username and reset your password using one of 3 ways (Entering either your account name, email address, or the domain name).

Back to top I forgot my password, how do I retrieve it?

To retrieve a password associated with your username, go to our Forgot your Username or Password page. From this page you can retrieve/reset your password using one of 3 ways.

If you can no longer check the email address associated with your account and you wish for either the password or the email address to be changed by GKG, you must mail a notarized Contact Change Form signed by the contact listed for the GKG username with your request, along with a $15 administrative fee to:

GKG.NET, INC.
Attention: Customer Support
302 N. Bryan Ave.
Bryan, Texas 77803

or faxed to 281-617-5825

Back to top I keep getting a message that you have declined my credit card. Don't you want my business?

When you register, renew, transfer or order any service from GKG's website, GKG does what is known as an "AUTH ONLY" transaction. What this does is:

• Verify the credit card information
• Block enough credit to cover the transaction

The information that is verified is the name, address and card id code on the back of the credit card.

If the issuing credit card bank verifies this information, GKG will go ahead and process your order as paid. GKG then goes back at the end of the business day, and "CAPTURES" the transactions that were "PRE-AUTHORIZED".

Now, if the issuing credit card bank declines the PRE-AUTHORIZATION, then GKG does not process your order and we also don't auto CAPTURE at the end of the day.

In most cases the reason for the declined message is because the 3 digit card code on the back of the credit card is incorrect.

However, some banks will still list the AUTHORIZATION ONLY as a valid credit card charge, especially if you are using a debit card. This is most likely what you are seeing as a valid charge. You were not and will not be charged. Depending on your bank, the authorization will eventually time out. The waiting period for the time out varies from bank to bank, so please check with them to find out what their policy is on time-outs for authorization only charges.

Back to top I keep getting an AVS mismatch error for my credit card. Why are you denying my transaction?

When you register, renew, transfer or order any service from GKG's website, GKG does what is known as an "AUTH ONLY" transaction. What this does is:

• Verify the credit card information
• Block enough credit to cover the transaction

The information that is verified is the name, address and card id code on the back of the credit card.

If the issuing credit card bank verifies this information, GKG will go ahead and process your order as paid. GKG then goes back at the end of the business day, and "CAPTURES" the transactions that were successfully "PRE-AUTHORIZED".

Now, if the issuing credit card bank declines the PRE-AUTHORIZATION, then GKG does not process your order and we also don't auto CAPTURE at the end of the day. Unfortunately, banks do not supply more information as to why a transaction has failed. When we ask them to verify the information you provided in the order, they simply return a "YES" or "NO".

We have been receiving phone calls and emails recently from people who are trying to order a service from GKG online only to find their credit card fails because of an address mismatch. We can only imagine how frustrating this must be for you. To make matters worse, it seems there are many financial institutions out there who are handing out our name as a resource to solve the problem. In fact, some of them are even saying we are the AVS system. We are not. We did not build the Address Verification System (AVS) nor do we own it. AVS is built directly in to the banking networks. It is a system that validates the credit card information presented for processing (i.e. when you fill out an order form on the Web) with the credit card information on file with the banking networks for that card. It is used to fight fraud and it is something that has become very strict in recent years. If the address and name you enter for the card do not 100% match the name and address on file for the card then the transaction will be declined.

If this is happening to you then you need to contact your financial institution to inquire as to why. AVS is broad in it's implementation so the card may work fine in most places but not in others.

Some banks however, will show the PRE-AUTHORIZATION as a charge, especially if you are using a debit card. So what you are most likely seeing as a charge is in fact only the authorization.

Back to top I received a duplicate transaction message. Was my card charged and will I be charged more than once?

Nothing actually went through, and your credit card was not charged. When you press the submit button, we take the information you provided us and submit it to our clearing house. Sometimes this can take 30 seconds or less to process. The clearing house verifies that the credit card is not reported lost or stolen, that the address matches what the bank has on file for you, that the last 3 digits on the credit card are valid, and also authorizes (or reserves) the funds on your credit card. If for any reason any of that fails (90% it is because the 3 digit code on the back was entered incorrectly), then the transaction is declined.

In order to prevent a duplicate transaction from occurring, our clearing house locks it for 30 seconds to prevent you from pressing it twice and accidentally getting charged twice. So you will get a message "a duplicate transaction has been submitted".

This is a little misleading, because in reality the first transaction has not actually gone through. Please try again after waiting at least 30 seconds (a minute is probably better), and as long as all the information is correct, everything should work just fine.

Some banks may still list the AUTHORIZATION ONLY as a valid credit card charge, especially if you are using a debit card. Depending on your bank, the authorization will eventually time out. The waiting period for the time out varies from bank to bank, so please check with your institution to find out what their policy is on timeouts for authorization only charges.

Back to top Is my domain contact information available to the public?

Your contact information will be available to those that do a WHOIS search. However, GKG does have a service available called Private Registration, which will allow you to keep your contact information private from spammers, scammers and telemarketers. We highly recommend this service if you wish to avoid having your information fall into the wrong hands.

Back to top What credit cards do you accept?

We accept Visa, Mastercard, American Express, and Discover including any debit card branded by one of these companies.

Back to top What if my email address is no longer valid?

If the email address that is associated with your domain(s) is no longer valid or you can't access it, but you remember the answer to your security question, then please contact our support staff at support@gkg.net. We will ask you your security question and if you can answer it correctly, we can change the email address for you at no charge.

If however you do not remember the answer to your security question, then an administrative changes letter must be filled out and faxed or emailed to us. There will be a $15.00 administrative fee if that is the case.

Back to top What is the Credit Card Identification Number?

The Card Identification Number (CID) is the group of numbers immediately following your credit card number. These numbers are used by your credit card company to help prevent fraud. Because the Card ID number is not printed on your receipts, it helps ensure that someone is not using your credit card information fraudulently.

Visa, Mastercard and American Express CID locations (see image)

Note: The digits are printed on your card rather then stamped in the plastic.

Back to top What is the GKG username used for?

This is a quick and easy way for you to be able to complete the registration form without typing your contact information multiple times. A username will be associated with all of your contact information. If you will be registering more domains in the future, you will be able to use your account name again and again. Your password is chosen at the same time as your username; these two pieces of information used together identify you as a contact for all of your domains and allow you to manage your account. GKG recommends that you use your email address as your account name in order to be able to remember it easily.

Back to top Where can I find the administrative changes letters?

There are 2 letters available.

• Contact Change Letter - This letter is used to change the contact info for any of the 4 contacts. It MUST be signed by the current registrant. No other person can sign this form.
• Replace Username Letter - This letter can only be used if the registrant of the Organization listed on the domain is no longer available. An authorized agent or member of the company/organization can sign this form. The new contact MUST first create a username.

The completed forms must be signed (and preferrably notarized) and then faxed to: 281-617-5825.

The completed forms can also be scanned and emailed to support@gkg.net. In either of these 2 cases, the decision to change the information is entirely up to GKG, and GKG may also at their discretion place an administrative transfer lock on any domain(s) in question.

Back to top Why am I receiving a statement when I have a credit card on file?

If you ever receive a statement, please first make sure it shows a return address to GKG.NET, INC in Bryan, Texas. If it does not show the payment address as GKG.NET ,INC in Bryan Texas then the statement did not come from us and it is probably fraudulent. If it did in fact come from GKG.NET, INC. and it shows you have a balance due, the reason is that there was a problem with the credit card on file and the charge did not go through. This is usually our warning to you that there may be an issue with the credit card. Please contact us to verify the credit card we have on file to make sure we have the correct information for your account.

Back to top Why do I get an invoice via email when I have a credit card on file?

The invoice is for your records. We send an invoice to the customers for their records only. If you would like us to stop sending you a copy of the invoice, please let us know and we will remove your invoice from the mail queue.

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