What information should you include in a support ticket?

A well-prepared support ticket makes it easier for our team to understand the problem. For requests about an existing service, you can use the Support Tickets section of your client area.

Specify the related service

Clearly state which domain name, hosting or server service your request relates to. If you have more than one service, give the name of the service in question.

Describe the problem clearly

• What happened? Describe the behavior you expected and the problem you encountered.
• When did it start? If possible, include the date and time.
• How can it be reproduced? List the steps that lead to the problem.
• Error message: Include the message shown on screen or a screenshot with personal information hidden.
• Recent change: Mention any update or settings change you made before the problem occurred.

Protect confidential information

Do not include your passwords, private SSH keys or card details in the ticket text. Hide sensitive information in screenshots.

Follow up on replies in the same ticket

Following up on additional information and replies in the relevant support ticket keeps the conversation in one place. Use our contact page for package selection and general information, and the Support Tickets section for service support.