What would you like to know about support?
General inquiry
You do not need to log in to your customer account to submit a general inquiry to support. General inquiries include:
- An inquiry about the service parameters or price
- A request for a general guide
- A request for help logging in to the customer account
General inquiries have the lowest priority, except for requests for help logging in to the customer account.
Open the contact form via this link ⧉.
Fill in the form with your details and your message. Check the consents and complete the Captcha verification.
Click the Submit form button.
Done! 🎉
The usual response time of customer support for general inquiries is 1-2 hours. If the request is forwarded to another department (sales, authorization, ...), it may take 1 business day or longer.
Reporting a service issue
Before asking customer support to resolve the problem, check:
- List of orders in the customer administration ⧉: make sure all your services are paid for and that the problem was not caused by the expiration of the domain or hosting.
- Status service ⧉: check whether the system records any restrictions or service outages.
- The knowledge base to see whether it contains the error message or the given topic.
If none of these steps help, 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 detail, click the lifebuoy icon.
If you are dealing with an FTP connection problem or website functionality, activate temporary FTP access for support according to the advanced guide Webhosting – FTP access for support.
In the contact form:
- Select the department with which you want to resolve the issue (if you are not sure, leave customer support selected).
- In the message text, describe the error as подробно as possible.
- Attach a screenshot ⧉ of the error message as an attachment.
Done! 🎉
Customer support usually responds within 1 hour. If the problem requires intervention from another department, the response may take up to 1 business day or longer, depending on the workload of the department and the complexity of the problem.
If you are reporting a problem beyond the scope of standard support, for example help with WordPress or newbo WebSite, expect a longer resolution time.
Support has the right to reject requests beyond the scope defined by the terms and conditions.