Open a support ticket

A ticket is the surest way to reach us: it is tied to your account, every reply is kept, and you get an email for each one. We answer in English or বাংলা, whichever you write in.

Open one

1. In the client area open Support (the Tickets tab) and press New ticket. From a service's page, Get help with this service does the same with the service already chosen.
2. Subject: a short summary. As you type, These help articles may answer it: suggests up to three articles from this help centre.
3. What is it about? (shown when departments exist): Not sure — general or a department. Optional; it sends your ticket straight to the people who handle it.
4. Which service is this about?: pick the service or domain, or Not about a specific service.
5. Priority: Low — a question, no rush, Normal — standard request (the default), High — service is degraded, Urgent — service is down. See Ticket priorities and our response targets; choose honestly, as Urgent pages someone around the clock.
6. Message: describe the issue; include service IDs, error messages and what you expected to happen. Never put passwords in a ticket: if we need access we arrange it.
7. Attach screenshots or documents (optional): PNG, JPEG, WebP or PDF, up to 5 files, 5 MB each, 10 MB total.
8. Press Open ticket.

Following it

• The ticket page shows Ticket #… · department · priority · opened … and the conversation. Its status is Awaiting our reply, Awaiting your reply, On hold or Closed. While we are working on it the page may say Expect our reply within about ….
• Each reply is emailed to your account address; answer in the client area under Reply (Send reply), with an attachment if useful.
• CC: copy a named contact so they get the same short notice you do when there is a reply.
• To close it yourself press Close ticket, then Yes, close it. Replying to a closed ticket reopens it.
• When a ticket closes we ask Did we solve it? (Yes, helpful / No, not really); the email also carries a link to rate it.

Moving a site to us?

Use the migration form instead: the link Moving a website or server to us? Use the migration request form → sits above the form. See Move your website to us for free.