How to open a support request

Support tickets are the fastest way to get accurate help, because the whole conversation, including attachments, stays in one place that both you and our team can refer back to.

Opening a ticket

1. Sign in and open Support from the account menu.
2. Choose Open a ticket.
3. Enter a clear Subject, for example "Website on example.com shows a 500 error since 10:00".
4. Choose a Priority: Low, Medium or High.
5. Describe the issue in the Message field and add any attachments, then choose Submit ticket.

If you do not have an account yet, use the contact form on the Support Center page instead. We reply by email.

Choosing the right priority

• High: a live service is down or unusable, or you suspect a security problem.
• Medium: something is not working as expected but there is a workaround.
• Low: questions, change requests and anything that is not time-sensitive.

Using priorities accurately helps our team handle urgent issues first for everyone.

What to include

• The domain, service, server hostname or invoice number the request is about.
• What you expected to happen, what happened instead, and when it started.
• The exact error message, and the steps you have already tried.

You can attach up to five files of up to 5 MB each. Accepted formats are JPG, PNG, GIF, PDF, TXT and ZIP, which covers screenshots, log excerpts and exported configuration.

Never paste passwords into a ticket. Our team will not ask for your account password. When a migration or management task needs access details, use the dedicated secure forms, which store credentials encrypted.

Following the conversation

When our team replies, you receive an email at your account address and the ticket status changes to Answered. Reply from the ticket page with Post reply to keep everything in one thread. If the issue is resolved, choose Close ticket. If it comes back, simply reply to the closed ticket to reopen it.

Many common questions are also answered on the Support Center page and throughout this Help Center.