How to open a support ticket

Support tickets are opened from the client area, so log in first. Support is available 24/7.

Step 1: Open the form. In the sidebar, click Support > Open Ticket.

Step 2: Choose the department. Click Open Ticket under Tech support, Billing or General enquiries. See Which department to choose.

Step 3: Select the server. In Related Product, pick the server the ticket is about.

Step 4: Set the priority. Medium fits most questions. Choose High only when a server is down.

Step 5: Write your message. Give the ticket a one-line Subject. In Message, say what you tried, what happened and the exact error text.

Step 6: Attach files. Click Add Attachments to add screenshots or logs.

Allowed: .jpg, .gif, .jpeg, .png, .txt and .pdf, up to 256 MB per file. Save log files as .txt.

Step 7: Send it. Click Send Message. The ticket appears under Support > Tickets.

To add details later, reply in the same ticket instead of opening a new one.

For a refund, use the cancellation form, as shown in How to request a refund.