How do I open a support ticket?

Open a support ticket from the dashboard for technical, billing or pre-sales questions. The form guides you through three steps to route it to the right team and priority. Submit at any time; responses are provided during business hours.

Opening a ticket step by step

1. New support ticket opens the form. You can also reach it from Support Tickets using Create New Ticket.
2. Which service is this about?: select the relevant service or domain. For billing, payment, pre-sales or general questions not tied to a service, choose Not related to a specific service.
3. What is the topic?: choose a topic, such as “My website is unavailable or shows errors”, “Cannot send / receive email”, “Restore from backup” or “Payment not showing”. Topics depend on the selected service type.
4. Details: complete topic-specific fields, such as the affected URL and error message for site issues or the backup date and restore scope for backups.
5. For technical issues, answer How much does this affect your business?
6. Subject and Describe the issue must be completed. Explain what you attempted, what happened, the error message and when it started. Add screenshots or logs if needed to help resolution.
7. Submit ticket: select this button.

Departments

Your topic determines the team; no separate department selection is needed.

• Technical support: Website, email, server access, performance, security, backups, DNS, transfers, SSL, licenses and configuration requests.
• Accounting: Missing payments, invoices, renewals and cancellation or refund requests.
• Sales: Plan upgrades, pre-sales questions and custom quotes.

How is priority determined?

Priority is automatic, based on topic, reported impact and service status. The form shows priority and the first-response target before submission.

• Information requests receive Low priority.
• Security incidents such as malware or suspicious sign-ins receive at least High priority.
• For outage topics such as unavailable websites or email, complete service interruption receives High priority.
• Critical priority is reserved for services with a managed-service agreement during a total outage or active security incident.

Do not include secrets

Do not write passwords or card details in ticket messages; our team will suggest a secure channel if necessary. Do not delete suspicious files during security incidents because investigation may need them. Change passwords without adding the new ones to the ticket.

For response times, see Support response times; for attachment rules, see Attaching files to tickets.