If something does not work or you have a question, open a support ticket in the client area: choose Support in the menu and open a new ticket. You get an email when we answer, and the whole conversation stays in the ticket.
What to include
The more precise the ticket, the faster we can help. Please tell us:
- which service: the domain and, if you have several, the order number (shown in the Control Panel)
- what you did and what happened: the exact error message, or a screenshot
- when: the date and time, as exactly as you can
- for website problems: the address of the page, and whether it happens every time
- for email problems: the sender and recipient addresses and the time, and if you found the message in the mail log, its mail server and queue id from the message details
Many answers are already in the Control Panel: the Mail log shows whether a message was delivered, refused or blocked as spam; Error logs show what went wrong on a website; the DNS check and Deliverability tiles show DNS problems and how to fix them.
Never send us
- your passwords, or the password of an email account
- a private SSH key (only the public key, which ends in
.pub, is ever needed)
We will never ask for them. If you receive an email that asks for a password in our name, it is not from us: forward it to us and delete it.