Real answers, written by our support team.

Creating an account

You need a Baasa Cloud account to buy hosting, register a domain, or open a support ticket.

1. Go to clients.baasacloud.com/register.
2. Fill in your name, email, and phone number. We use the phone for password recovery and Mobile Money receipts.
3. Set a strong password. Twelve characters or more, with a mix of letters, numbers, and a symbol.
4. Verify your email by clicking the link we send. The link expires after 24 hours, so check soon.

Placing your first order

From signed in to live website in about ten minutes.

1. Sign in at clients.baasacloud.com.
2. Pick a hosting plan from the Hosting page. Cloud Pro suits most small businesses.
3. Choose a domain. Register a new one, transfer an existing one, or point a domain you already own at our nameservers.
4. Pick a billing cycle. Yearly saves up to 50 percent over monthly.
5. Pay with Mobile Money, Airtel Money, or a bank card.
6. Once payment lands, the account is provisioned instantly. You receive a welcome email with cPanel login details.

Payment methods we accept

All payments are processed securely. No card numbers ever touch our servers.

MTN Mobile Money

Use this on any MTN Uganda line. At checkout, choose Mobile Money, enter your number, then approve the prompt that pops up on your phone. The order activates within seconds of approval.

Airtel Money

Works the same way as MTN. Select Airtel Money at checkout, enter your number, and approve the USSD prompt.

Bank cards

We accept Visa and Mastercard credit and debit cards through our secure payment gateway. Cards in any currency are accepted, with conversion handled by your bank.

Logging in to cPanel

cPanel is the control panel where you manage your hosting account: files, email, databases, backups, and more.

1. Sign in at clients.baasacloud.com.
2. Click Services, then click your hosting product.
3. Click Login to cPanel. cPanel opens in a new tab, already signed in.

Direct cPanel URL

You can also reach cPanel directly at https://yourdomain.com/cpanel or https://yourdomain.com:2083. Your cPanel username and password are in your welcome email.

Installing WordPress in one click

Most websites we host run on WordPress. A fresh install takes about a minute.

1. Log in to cPanel.
2. Scroll to Software and click Softaculous Apps Installer.
3. Click WordPress, then Install Now.
4. Pick the protocol (HTTPS), the domain, and leave the directory blank so WordPress installs at the root.
5. Set the site name, admin username (do not use admin), and a strong password.
6. Click Install. After 30 seconds your site is live.

Pointing a domain you already own

If you bought your domain elsewhere and want to keep it there, you just need to point it at our hosting.

Option A. Update nameservers (recommended)

Log in to wherever your domain is registered and change the nameservers to:

• ns1.baasacloud.com
• ns2.baasacloud.com

Save. Changes spread across the internet within 1 to 4 hours, occasionally up to 24.

Option B. A records only

To keep your existing DNS provider, create or update the A records for @ and www to point to the server IP listed in your welcome email.

Our nameservers

Use these whenever a service asks for nameservers:

• ns1.baasacloud.com
• ns2.baasacloud.com

These are anycast resolvers backed by multiple data centres, so your domain stays reachable even if one location goes offline.

Setting up email

Every hosting plan includes professional email at your own domain, like name@yourcompany.com.

Create a mailbox

1. In cPanel, scroll to Email and click Email Accounts.
2. Click Create. Pick a username (the part before the @) and set a strong password.
3. Optionally set a storage quota.
4. Click Create. The mailbox is live instantly.

Connect to your phone or Outlook

In Email Accounts, click Check Email next to a mailbox, then Set Up Mail Client. cPanel shows you the exact server names, ports, and your username. The standard settings are:

• IMAP: mail.yourdomain.com port 993, SSL
• SMTP: mail.yourdomain.com port 465, SSL
• Username: your full email address

Webmail

Go to https://yourdomain.com/webmail and sign in with your email address and mailbox password.

Backups and restore

Every hosting account is backed up off-server every 24 hours. We keep 30 days of restore points.

Restore a file or database

1. Open cPanel and search for JetBackup (or Backup Wizard).
2. Pick the date you want to restore from.
3. Choose what to restore: files, a database, a full account, or a mailbox.
4. Click Restore. Most restores complete in under a minute.

Download a backup

From the same JetBackup screen you can download any backup as a single zip file. Useful for taking a snapshot before a big change.

Registering a new domain

Use the live search on the Domains page to check availability for any TLD we support.

1. Type the name you want.
2. The search shows availability for the most common TLDs, plus suggestions.
3. Add the ones you want to your cart.
4. Check out and pay. The domain is registered within seconds, then it takes up to four hours for DNS to fully spread worldwide.

Transferring a domain to us

Moving an existing domain to Baasa Cloud takes about five working days, including the standard ICANN transfer wait.

1. At your current registrar, unlock the domain.
2. Get the EPP code (sometimes called the auth code or transfer code).
3. At Baasa Cloud, go to Domains, Transfer and start the transfer with that code.
4. Approve the transfer email that arrives at the registrant address.
5. Wait for the transfer to complete. Most TLDs finish within 5 days. .co.ug typically completes within 2.

DNS records explained, in plain English

DNS records tell the internet where to find different parts of your domain.

• A record: points a name like www.yourdomain.com to a server IP.
• CNAME: points one name to another. Useful for things like blog.yourdomain.com pointing to a hosted blog service.
• MX: tells the world where to deliver email for your domain.
• TXT: stores small bits of text. Used for SPF, DKIM, and domain verification.
• NS: lists the authoritative nameservers for the domain.

Manage all of these from Domains, Manage, DNS Records in the client area, or from Zone Editor in cPanel.

WHOIS privacy

By default, the registrant details of a domain are public. WHOIS privacy hides your address and phone number from spammers and scrapers.

Turn it on from Domains, Manage, Privacy. It is free for the life of every domain we register, on TLDs that support it. The major ones (.com, .org, .net, .info) all do. ccTLDs like .co.ug do not, by registry policy.

Free SSL setup

Every site we host gets a free Let's Encrypt SSL certificate, installed automatically.

You do not need to do anything. The moment your domain points at our nameservers, the certificate is issued and your site starts serving over HTTPS. Certificates auto-renew every 60 days.

Force HTTPS on every page

1. In cPanel, open Domains.
2. Find your domain and toggle Force HTTPS Redirect on.
3. That is it. All HTTP traffic now redirects to HTTPS.

Turning on two-factor authentication

We strongly recommend two-factor authentication on your client account and on your WordPress admin.

1. In the client area, click your name (top right) and choose Security Settings.
2. Click Click here to Enable next to Two-Factor Authentication.
3. Pick Google Authenticator or any TOTP app (Authy, 1Password, Bitwarden work too).
4. Scan the QR code with the app, then enter the six-digit code to confirm.
5. Save the backup codes somewhere safe.

If your site has been hacked

Do not panic. We restore from a clean backup and then we work out how it happened.

1. Take the site offline. In cPanel, rename your public_html folder temporarily, or block public access via cPanel Site Publisher.
2. Open a ticket from the client area or send a WhatsApp message. Tell us when you last saw the site working.
3. We restore from a backup taken before the compromise.
4. We scan for the entry point, usually an out-of-date plugin or theme, or a weak password.
5. We patch the entry point, harden permissions, and turn on two-factor for the WordPress admin.

Invoices and receipts

Every order generates an invoice you can download as a PDF.

1. In the client area, click Billing, My Invoices.
2. Click any invoice number to view it.
3. Use the Download button for a PDF you can email or print.

Need a different name or address on the invoice? Update your billing profile at Hello, [name], Edit Account Details.

Renewing your service

We email you 30, 14, 7, and 1 day before any service expires. You can also turn on auto-renew.

Auto-renew with a card

In Payment Methods, add a card. From My Services, set the service to Auto Pay.

Renew manually with Mobile Money

Click the renewal email or invoice link, then pay with Mobile Money or Airtel Money. The service extends instantly.

45 day money-back guarantee

If you are not happy in your first 45 days, we refund every shilling for new hosting subscriptions. No questions asked.

• Eligible: new shared hosting subscriptions (Cloud Lite, Pro, Elite, Ultra).
• Not eligible: domain registrations (non-refundable by ICANN rule), domain transfers, web design fees, addons, and VPS or dedicated servers.

To request a refund, open a billing ticket from the client area within 45 days of your purchase. Refunds are issued back to the original payment method, typically within 3 to 7 working days.