How to open a support ticket

This guide shows how to contact our support team by opening a ticket, and what to put in it.

Open a ticket

1. Log in to the client area.
2. Click Support, then Open Ticket. You can also go straight to the Open Ticket page.
3. Choose a department. Pick the one closest to your question, such as technical support or billing. The names may vary slightly.
4. Pick the service or domain the ticket is about, if asked.
5. Write a short subject that sums up the problem, for example “Contact form on example.co.uk not sending”.
6. Write your message, attach any screenshots, and click Submit.

What to include

The more we know at the start, the fewer messages it takes to fix. Try to include:

• The domain the problem is on.
• What you were doing when it went wrong.
• The exact error message, copied and pasted if you can.
• A screenshot of the problem.
• What you’ve already tried, so we don’t ask you to do it again.
• When it started, and whether anything changed around that time, such as an update or a new plugin.

Keep passwords safe

Don’t type passwords into a normal ticket message. If we need a login to help you, we’ll ask. Where you can, use a temporary password and change it afterwards. Never send your card details in a ticket.

Getting a reply

• We reply within one business day, and usually within a few hours.
• Replies come to the email address on your account and also show in the client area under Support, then Tickets.
• To reply, answer the email or add a reply in the client area. Keep to the same ticket for the same problem, so all the details stay together.

If it doesn’t work

• You can’t log in to the client area. Use the Forgot password link on the login page. If you no longer have access to the email address, open a ticket from the Open Ticket page without logging in and explain.
• You haven’t had a reply. Check your spam folder, and check your tickets in the client area.
• The problem is urgent. Say so in the subject line, and give as much detail as you can in the first message.

Good to know

Support is by ticket only. We don’t offer phone support, because a ticket keeps a written record and lets us look at your account properly before we reply. Many common fixes are already in our knowledgebase, so try a quick search first.

Still stuck? Open a support ticket and we’ll help.