Support is by ticket from the client area. Tickets are tied to your account, which is why they are answered: we can see the service, the invoices and the history without asking you to prove who you are first. You have to be signed in to open one.
Opening one
- Sign in and open Support.
- Press New ticket.
- Choose the department, write a subject that says what is wrong, and describe the problem.
- Attach the service it concerns if the question is about a particular one. Opening the ticket from the service's own page does this for you.
Departments
- Technical Support: anything not working (sites, mail, servers, bots).
- Sales: questions before you buy, and which plan fits.
- Billing: invoices, credit, renewals, cancellations.
- Domains: registrations, transfers, nameservers, registry requirements.
- Orders: an order that has not completed.
- Abuse: reporting something hosted here.
- General: everything else.
Picking the right one puts the ticket in front of the people who can answer it. A ticket in the wrong department is moved, not ignored, but it costs a reply.
What to include
The first reply is better when the first message is specific:
- The exact address you were visiting, or the command you ran.
- The error, copied as text rather than described.
- When it started, and what changed just before.
- Whether it happens every time or occasionally.
Attachments
You can attach files up to 2 MB each. Accepted types are jpg, jpeg, png, gif, pdf, txt, log and zip. Never put a password in a ticket; if we need one, we will tell you where to put it.
While the ticket is open
Statuses tell you who it is with: Answered means the ball is in your court, Customer Reply means it is with us. Reply from the client area rather than starting a new ticket, so the history stays in one place. A ticket that has been answered and gets no reply for 72 hours closes itself; replying to it opens it again.