Website and Domain FAQs
Answers to the most common website, domain management, and email management questions.
Website
| Question | Answer |
| Is Tebra managing my website? | Yes, if your subscription includes a website or a website was purchased as an add-on. |
| Where is the website hosted? | All Tebra sites are hosted with AWS (Amazon). |
| If I had a WordPress website hosted by GoDaddy before Tebra using the same domain, can I get my old website back after leaving Tebra? | If you had a WordPress website, it would live in the old hosting (GoDaddy). You can point the website back to the WordPress install if it is there. If you no longer have the GoDaddy hosting for that WordPress website and do not have a copy of the WordPress backup file, you may not be able to bring that old site (the themes, files, etc. for the WordPress) backup. You may need to reinstall WordPress and rebuild the website. If you have a back-up from the site or the design is still saved in the website builder (e.g., Wix, Wordpress), you can restore your previous website. A website hosting plan on the old site may need to be purchased, as applicable. |
| How do I turn off my website right away? | Contact Customer Care for assistance. |
| The website just launched and is not loading. What should I do? | Allow 24-48 hours for the website to sync to the network. If the website is not live after 48 hours, contact Customer Care for assistance. |
| My website says it is not secure, so what should I do? | Contact Customer Care for assistance. |
| Are Tebra's websites secure? | Yes. All Tebra websites are secure and only serve content over HTTPS - which meets the latest security standards and are fully HIPAA compliant. |
| Can I have a full copy of the SSL certificate to be put on my firewall? | No. Tebra is not able to export SSL certifications. |
| Do I need a third-party firewall and/or other security systems for my website? | No. Tebra installs a Secure Sockets Layer (SSL) certificate on each website to encrypt your data. |
| I am canceling my Tebra account. Can I retrieve website content information? | Tebra content is non-transferable. The practice will retain any written content or images provided by the practice to Tebra upon termination of the Tebra subscription. To retrieve the content provided to Tebra that is currently on the website, copy and paste it into a Word document. |
| When canceling my Tebra account, how long does it take for the website to be disabled? | Your Tebra website deactivates on the final day of your subscription or 30 days from your final payment. |
Domain Management
| Question | Answer |
| What is a domain? | A domain name, or a domain, is a unique string that is easily readable by humans and used for various services over networks, such as email and web URLs. For example google.com is a domain name and tebra.com is a domain name. A website is the contents and images and files that load within a web browser when visiting a URL. |
| Where is my domain registered? | Visit https://who.is/ and enter the website name to review the registrar data. If the registrar is GODADDY or AMAZON, contact Customer Care to verify if Tebra is hosting your domain. |
| What happens to my domain and/or email that Tebra is hosting when I cancel my Tebra account? | If Tebra is hosting your domain, an authorization code will be provided. The domain can be transferred to a registrar of your choice using this code. This can take 7-10 days to process. Tebra does not transfer data for emails. If you use Google as your email host, once the emails have been released, they will remain active for 7 days to process the migration. Google will send an email with steps to update the billing to the account's listed administrator. If you are not using Google as your email host, you must migrate your emails to the new host. |
| What is DNS? | Domain Name System (DNS) translates a domain name into an IP address so search engines can easily read it. |
| Can Tebra modify my DNS records? | Yes, if Tebra is managing the practice’s domain. |
| Can Tebra give me the login information for my domain? | If Tebra manages your domain, we do not provide access for security reasons. If updates are required, contact Customer Care for assistance. If Tebra does not manage your domain, contact your registrar for assistance. If you are unsure who the registrar is, visit https://who.is/ and enter the website name to review the registrar data. |
| How do I reset the password to my domain? | You can visit the registrar site and follow their forgot password workflow to reset the password. If you are unsure who the registrar is, visit https://who.is/ and enter the website name to review the registrar data. |
| How many domains can I transfer to Tebra? | Tebra only retains one domain for a practice per Tebra site. |
| If I have multiple domains, can Tebra redirect them all to the Tebra website? | Yes, this is possible if you provide Tebra access to the domain registrar. |
| If I transfer my domain to another registrar, does Tebra need to make any changes for the website to continue to work? | No, as long as either Tebra's nameservers continue to be used or if the DNS records for the website are copied over to the new registrar. |
| Does Tebra handle renewals for domains? | If Tebra is managing the domain, Tebra will be responsible for renewal. If the domain is not managed by Tebra (e.g., the domain has not been transferred to Tebra, Tebra did not register the domain), the customer is responsible for the renewal. |
| Can a domain be customized? | Yes, make sure the domain you want to customize is available by visiting https://www.register.com/. |
| I want to change my domain. What do I need to do? | Contact Customer Care with the current domain and the new one domain. Also, provide login information for the domain host of the old and new domains (if Tebra is not hosting the domain). |
| Can Tebra purchase a domain so I can switch domains? | No. The domain must be purchased prior to contacting Customer Care. |
| My website is down. I received a notification that my domain needs to be renewed. What should I do? | Contact your current registrar to renew your domain. If you are unsure who the registrar is, visit https://who.is/ and enter the website name to review the registrar data. |
| Can I have a copy of my DNS records? | Yes. Tebra can provide you with an export of your DNS records. Contact Customer Care for assistance. |
| How long does it take to update DNS records? | The DNS updates within the hour. |
| How do I gain control of my domain? | A practice can have their domain at any time. Contact Customer Care for assistance. |
Email Management
| Question | Answer |
| How can Tebra take over/host my emails? | If you have pre-existing domain emails (e.g., xxx@texasorthopedic.com) and would like them hosted by Tebra, Tebra will have to host all of the practice’s emails. This process requires a data transfer and Tebra will need the email and password for all emails associated with the domain. |
| Is Tebra hosting my email? | If your email is managed through Google Workspace or Rackspace, contact Customer Care to verify if Tebra is hosting your email. |
| I just signed up for Google Workspace with Tebra, but my password is not working. | Contact Customer Care with the email addresses for assistance. |
| Is there a charge for Tebra to host my emails? | Yes. Contact your Sales Representative, Account Manager, or Onboarding Manager to discuss pricing. |
| Can I still use my signature if I have a HIPAA compliant email with Tebra? | Yes. |
| An employee left the practice. Can I gain access to their email? | Yes, the administrator of the Google Workspace account can reset passwords. If you need further assistance, contact Customer Care. |
| Can I edit my Google Workspace email address? | Yes, the administrator of the Google Workspace account can make these changes. Resource: Overview: Changing a Directory user's name or email address |
| Can alias emails tied to a Gmail account be set up with Google Workspace? | Yes, contact Customer Care for assistance. |
| Does Tebra have to manage my domain to host my emails? | No. |
| Can I create my own emails? | If you want a company other than Tebra to host your emails we can help with updating any DNS records that are required. Contact Customer Care for assistance. |
| My emails were previously hosted by a different company and are currently down. Can I transfer my emails to Tebra? | Email data migration is not possible. However, Tebra can create new emails for the practice. Contact Customer Care for assistance. |
| Can I become the reseller of the Google Workspace account set up by Tebra? | Yes, contact Customer Care for assistance. |
| Does Tebra offer HIPAA compliant emails? | The Google Workspace emails that Tebra sets up are HIPAA compliant. However, the practice administrators must review and accept a Business Associate Agreement (BAA) before sending/receiving Protected Health Information (PHI). Resource: Privacy compliance and records for Google Workspace and Cloud Identity |