My Services – My Account Questions
Account support articles: how to manage your 20i hosting account, like adding credit, viewing balances, our affiliate program and more.
How do I change the Username on my 20i account?
To change your username/email address on your 20i account:
- Head to the Contact Details section in your account
- In the Email Address field enter the new email address/username.
- Select Update Details.
You'll now need to log out and log in using the previous email address to confirm the change.
If you then head back to Contact Details your email address will have updated.
How do I check my active account login sessions?
You can view and manage active login sessions to your My20i account, ensuring your account is kept secure. If you've left yourself logged in to a computer that you're no longer using or a public device you can use Sessions to delete the session you're no longer using.
- Choose Account Preferences > Sessions.
- Select Delete to close any active sessions you'd like to close.
How to view an invoice
Invoices can be viewed from within your My20i account.
- Choose Invoices from the My20i home page, under Account Settings or from the menu icon on the top right (as below).
- You'll see a detailed breakdown of all your invoices.
- Search by product name to find a specific invoice.
How to get a balance statement
You can view a statement of all transactions made via your account balance through the Balance Statement section.
- Choose Account Credit from within My20i. This is accessed from the Account Settings menu on the My20i home page or from the menu icon on the top right (as below).
- Select View Statement.
- You'll see a statement of all balance transactions within your account.
How do I add 2FA to my account?
2FA or two-factor authentication is a two-step verification process which offers an extra layer of security when accessing the control panel for your account. Once enabled, your logins to My20i can only be completed if both your password and an authenticator code is provided. We support all common authenticator apps, such as those from Google and Microsoft.
To add 2FA to your My20i account:
- Choose Security Details.
- You'll see a section titled Two-Factor Authentication. To add your first device, enter your current login password and name the device you wish to add. The Device Name is purely for your own reference. Select Add Device.
- You'll be given a QR Code to scan with your 2FA device. Scan this code and select Done to complete the process.
For more information see: How do I Enable Two-Factor Authentication (2FA) for My20i?
Does 20i have an affiliate program?
Yes, we currently have an affiliate program.
You can promote our WordPress Hosting, Reseller Hosting and Managed Hosting If someone uses the link you provided to make a purchase, you'll receive commission on sales.
Please see 20i Affiliates for more details.
How do I add account credit to my 20i account?
You’ll need account credit on your 20i Reseller account to take orders through HostShop. When a client orders services like domains, we’ll use account credit to pay for the domain so it can be provisioned automatically. To do this:
- Head to the Account Credit section in your 20i account.
- Select the amount of credit you’d like to add from the drop-down menu
- Select whether you want to add credit using a card or PayPal
- Select Add Credit to Basket or Add Credit with PayPal
Note: Should an order fail due to insufficient balance in your account, once you’ve added credit to your account you’ll be able to find and re-process the order by going to Customers > Overview > Failed Orders and selecting View Order and then Process. This will retry the order with your new balance.
You'll then be able to complete the order and add balance to your 20i account.
How do I Enable Two-Factor Authentication (2FA) for My20i?
2FA or two-factor authentication is a two-step verification process which offers an extra layer of security when accessing your account. Once enabled, your logins to My20i can only be completed if both your password and an authenticator code is provided. We support TOTP authenticator apps, such as those from Google and Microsoft.
Add a New Authenticator
From inside My20i, follow the link to Security Details under Account Preferences section.
Towards the bottom of this page, you'll see a section titled Two-Factor Authentication. To add your first device, enter your current login password and name the device you wish to add. The Device Name is purely for your own reference.
Adding a Second Authenticator
There's no limit on the number of devices you can add, and we recommend having at least two devices on your account. This is in case one of your authenticators is lost or unavailable. Once a device has been added to your account, future devices can be added by entering a code from an existing authenticator device.
Removing an Authenticator
To remove a device, select delete from the list of your authenticator devices, on the same page.
Lost Device
If you're unable to access your account after it has been protected by 2FA, please call our sales team on 0333 344 2720 (Option 1). We’ll work with you to reset your access. Lines are open 24 hours a day. Alternatively, please email sales@20i.com.
2FA for StackCP Users
Users of the StackCP control panel can enable 2FA themselves. 2FA setup is in the StackCP Security Details menu (top-left). Resellers can manage users' devices and verify 2FA codes in the StackCP Users area of My20i.
How do I get support from 20i?
20i have a friendly support team based at our Nottinghamshire HQ:
They can help you with any technical issues you may encounter. They also have direct access to our management and development team.
They're available day and night, every day of the year: 24x7x365.
If you're unsure about what products you require from 20i, you can contact us via a sales enquiry.
You can check the status of our systems at Stack Status.
There are a few channels of technical support:
1. Support Tickets - If you have any queries or questions you can raise a support ticket and our support team will work with you to solve your issue.
From your 20i dashboard, please navigate to the Support tab in the top right corner.
Once the drop-down information appears, please select the Create Support Ticket option. Once you have opened a support ticket, you can click the View Tickets to view closed and on-going support tickets.
Upon clicking the create support ticket menu, you will be prompted to the customer services section. Here we have a comprehensive support database filled with useful support articles that may help resolve your issue.
If none of the support articles are of any use, please scroll down to the bottom of the page to raise a support ticket or support chat.
Here, you can select your topic of the support ticket you would like to raise and select a relevant service (if applicable).
Our platform will then run some auto-diagnostics, these can identify any issues prior to raising the support ticket and will notify you of any warnings or identified issues.
One you have selected the Support Ticket method, please fill in the ticket subject and description of the problem or query you would like addressing. Once you are satisfied with the above, select the Create Ticket button.
Note: Please provide our support team with as much information as possible, as this will allow out support team to deliver a more accurate response to help you quicker.
2. Live Chat - You can also start a live chat with a member of the support team and receive one-to-one support. Our experts are happy to help with any problem you have and work with you to resolve any issues.
Similarly to how you would raise a support ticket, a chat can be raised by following the first few steps: navigating to the Support tab in the control panel and then selecting the Create Support Ticket option from the drop-down.
Select the live chat option and a live chat pop-up window should appear. Please fill in the chat subject and description with as much detail as possible regarding your problem or query.
Once actioned, start the chat and you will be in contact with a member of our technical support team.
3. Support Database - Our Support Database (here!) compiles all previous customer questions into one area. It's likely that you can find the answer you're looking for here.