What do you want to know about support?
General inquiry
You do not need to log in to your customer account to ask a general support question. We consider general questions to be:
- Inquiry about the parameters or price of the service
- Request for general guidance
- Request help to log in to your customer account
General enquiries have the lowest priority, with the exception of requests for help logging into a customer account.
Open the contact form via this link ⧉.
Fill in the form with your details and your message. Check the consents and click Captcha verification.
Click on the Submit Form button.
Done! 🎉
The normal response time for customer support for general enquiries is 1-2 hours. In case of a transfer to another department (sales, authorization, ...), it can be 1 working day or more.
Report a problem with the service
Before you ask customer support to resolve the problem, check:
- List of orders in customer administration ⧉: make sure you have paid for all services and the problem is not caused by domain or hosting expiration.
- Service Status ⧉: verify that the system is not experiencing service limitations or outages.
- Knowledge base, if it contains an error message or the topic.
If none of these steps help you, contact customer support.
Log in to the customer administration and open the detail of the problematic service:
Select the service you want to address from the list.
In the service details, click on the lifebuoy icon.
If you are troubleshooting an FTP connection or site performance issue, activate temporary FTP access for support by following the instructions for Advanced Web Hosting - FTP Access for Support.
In the contact form:
- Select the department you want to address the issue with (if you don't know, leave customer support selected).
- Include as detailed a description of the error as possible in the body of the message.
- Please attach a screenshot of the error message as an attachment.
Done! 🎉
Customer support usually responds within 1 hour. If the problem requires the intervention of another department, the response may take up to 1 working day or longer, depending on the department's workload and the complexity of the problem.
If you report a problem beyond the scope of normal support, such as help with WordPress newbo WebSite, expect a longer resolution time.
Support has the right to refuse requests beyond the scope of the terms and conditions.