How to submit a Support Ticket

• When opening a support ticket, please include as much information as possible to help us troubleshoot the issue.
  
  
• If possible, please include;
• The name o
• Screenshots
• Error messages
• Error logs
• Any other relevant information 
  
  
• The more detail you can provide, the more likely we can get to the root of the issue.

1. First, login to the WP Hosting Client Area

2. From any page in the Client Area, you will see an 'Open Ticket' button in the top right (you'll also find a link to open a ticket from the 'Support' drop-down menu)

3. Click 'Open Ticket' from either location to get started.

4. Select the department that is most suitable for your query and click 'Open Ticket' on that department

5. Next, from the 'Related Service' drop-down menu, choose the product or service that your questions relate to

6. In the Message section, enter a 'subject' into the text box - be brief but descriptive.

7. In the 'Message body', please describe your query in as much detail as possible, including steps already taken to troubleshoot and/or steps to replicate the issue.

8.  Please also upload any logs, errors, screenshots etc in the 'Attachments' section. Additional information like this will help us troubleshoot your issues much more effectively.

9. When you're done, click 'Submit'

• Click the 'Support' menu
• Then, choose 'Tickets' from the drop-down menu

Any Support Tickets submitted via the WP Hosting Client Area will be available here for you to view and/or reply to. Simply click on any ticket from the list to access its contents.

• Please include as much information as possible
  
  
• Please include as much information as possible to help us troubleshoot the issue. The more details we have the more likely we can get to the root of the issue. Including screenshots, error messages/logs and other similar info is always very helpful.
  
  
• If you're contacting our support team on behalf of one of our clients
  
  
• Please understand that we may not be able to provide you with sensitive account information. This is for the security of our clients, not to make life hard for you. If you must act on behalf of one of our clients, please ask them for their account's "Support Code". Sharing the Support Code with us when asking for support will help us validate and authorise the request.
  
  
• If your website isn’t working due to an issue outside our scope
  
  
• We still want to help where we can! But you may also need to contact your web developer or other third parties involved, for further assistance.
  
  
• Please be polite and patient
  
  
• We strive to provide excellent, fast support to all of our customers. Please be polite and patient - no Support Ticket will be left unanswered!
  
  
• If there's anything that isn't making sense
  
  
• If something doesn't make sense, technical or otherwise - just ask, we’ll do our best to explain in an easy-to-understand way to help you get up and running online as soon as possible.