Getting help, and getting it quickly
Four ways to reach us, staffed 24 hours a day, every day of the year. Which one you should use depends on what has gone wrong — so here is what each is good for.
Ways to get help
You do not need to be a customer to ask. Phone, email and tickets are open to anyone.
Open a ticket
Best for anything specific to your account
You get a ticket number and it goes straight to the team rather than sitting in an inbox. You do not need an account to open one, and pre-sales questions are welcome. If you are already a customer, open it from the client area so it is attached to your services.
Submit a ticket →Call us
Best when it is urgent, or hard to describe in writing
Toll free on 1-800-793-4505, 24 hours a day, every day of the year. A person answers — it is not a queue with a chatbot in front of it.
1-800-793-4505 →Check the knowledge base
Best for how-to questions
Articles, guides and how-tos covering the things people ask most often — cPanel, email setup, DNS and the rest. If your question starts with "how do I", the answer is often already written down.
Browse the knowledge base →Check system status
Best when something looks broken site-wide
If more than one thing stopped working at once, look here first — it will tell you whether the problem is ours before you spend time looking for it in your own site.
View system status →Before you open a ticket
These four come up most often, and two of them you can act on immediately.
My email is going to spam
Usually missing authentication. We configure SPF, DKIM and DMARC as part of setting up your mail, so there is nothing for you to add — and please do not add a second SPF record yourself, because a domain may only have one and a second breaks authentication for all of your mail. If messages still land in junk, send us the full message headers.
My site has been hacked
Open a ticket and we will clean it up at no charge. Afterwards, change your passwords and update your software — a cleanup does not close the hole that let them in.
I want to move my site to OIS
We do it free of charge, onto a temporary URL first so you can check everything works before your domain is pointed at us.
I need a bigger plan
Moving up is normal and we handle the move for you. Open a ticket and we will tell you exactly what the new price is before anything changes.
More of these are answered on the frequently asked questions page, and in more detail in the knowledge base.
What to include, so we can answer first time
Tell us the domain or service it concerns, what you expected to happen, and what happened instead. If there is an error message, paste the whole of it rather than describing it. If it is an email problem, the full message headers are the single most useful thing you can send. Roughly when it started helps too — "since Tuesday" narrows things down more than you would think.
Still need help?
Our support team is available around the clock, every day of the year.
Submit a support ticket