FAQ about the migration to our new hosting platform

We are currently migrating hosting plans to our new hosting platform. You may have already noticed this in your Control Panel.

In this article, we answer the most frequently asked questions and explain the most important new and updated features so you can make the most of the new platform.

We’ll keep this FAQ updated throughout the migration, so check back regularly for the latest information.

Frequently Asked Questions about the migration

• What does the migration involve, and who is affected?

  In this migration, we are transferring all hosting plans to our new, improved platform. This upgrade provides greater stability, better performance, and new features for your website and email. The migration applies to all shared hosting plans at one.com.

  When your hosting plan is scheduled for migration, you will receive an email notification. Additionally, a notification will appear in your Control Panel, and you can track the exact changes affecting your hosting in the migration dashboard.

• When will my hosting plan be migrated?

  We will inform you by email once your domain is scheduled for migration. Here’s what to expect:

  • Approximately two weeks before migration: You'll receive an initial email announcing the migration.
  • One day before migration: A reminder email with additional information will be sent.
  • Once your migration is scheduled: You can follow the progress and see what's changing for your domain in the migration dashboard in your Control Panel. The dashboard provides a clear overview of the migration and the changes for each service.

• How long does the migration take?

  The migration usually takes no longer than 30 minutes, depending on the size of your web space and email. In some cases, it may take slightly longer. Your website and email will remain operational during the migration, and access to the Control Panel will also remain available.

  Important: Avoid making changes during the migration to prevent potential issues.

• Will there be any downtime during the migration?

  During the transition to the new platform, you may experience temporarily unavailable features or brief downtime. We aim to minimise any inconvenience and appreciate your understanding. If you notice any prolonged issues, please contact our support, we're here to help you.

• Why has the migration of my hosting plan been postponed?

  A migration may be postponed to ensure a smooth transition and to maintain the best possible functionality for your services.

  If your migration is delayed, you will receive an email notification. We will email you again once a new migration has been scheduled.

• How can I check if I'm on the new platform?

  Your Control Panel will look the same, but some options and features have changed. You can check the specific changes for your domain(s) in the migration dashboard in your Control Panel. This dashboard will remain available for 30 days.

  Later in this article, under What has changed? you’ll find an overview of the most significant updates.

What has changed?

• Subdomains

  Subdomains are managed differently on the new platform. They must now be manually created through the new Control Panel interface. In the section 'Domains on migrated servers' in our guide How to create a subdomain manually?, the new process is explained in detail.

  We scan your domain 48 hours before migration. If you create a new subdomain after the scan but before the actual migration, the subdomain will not be automatically active after migration. In these cases, please contact our support to enable the subdomain.

• File System Path

  The file system path on our new hosting platform follows a new format, but this will not affect most domains. We automatically update the necessary file path(s) during the migration, so your website and scripts will keep working.

  This change might affect your website if you’ve manually used file path(s), for example, in PHP code or custom scripts. After the migration, you’ll find your new file path(s) in your Control Panel:

  • For your main domain, go to Files & Security > Disk usage. Scroll down to the Advanced section near the bottom of the page.
    See our guide: Where can I find the File System Path for my domain?
  • For subdomains, go to Advanced settings > Subdomains. You'll find the file path listed under the Folder column in the overview.

• Using external name servers - Email setup

  If you're using external name servers, for example, from Wix, WordPress, or Squarespace, and you want to keep using one.com email, you should be aware of an important change. 

  In the past, you used an MX record in the format: domain.tld.mx.one.com, and replaced "domain.tld" with your domain name and associated extension. After the migration, the format of the MX record has changed to the following:

  cluster.mx.service.one

  Where the word "cluster" needs to be replaced with the correct cluster name for your domain. 

  Each domain has a unique cluster name. If you're not sure what yours is, our support team is happy to assist you.