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How to contact support and what information to provide

Our Knowledge Base answers many common technical questions, so we recommend searching there first.

If you cannot find the answer you need, you can:

Providing the right information when you contact us helps our team investigate the issue and respond more efficiently.

Before contacting support

Please try to reproduce the issue and make a note of exactly what happens.

Where possible, include:

  • A clear description of the problem
  • The steps you took before the issue occurred
  • What you expected to happen
  • What happened instead
  • The exact date and time of the issue
  • Screenshots or a screen recording
  • Any error messages shown
  • Details of any recent changes that may be relevant

If the issue is urgent, explain the impact it is having, including whether it affects one person, several users or an entire website or service.

Website issues

For problems relating to your website, please include:

  • The website address
  • The exact page URL where the issue occurred
  • The date and time the problem occurred
  • Clear steps our team can follow to reproduce it
  • Any error messages displayed
  • Screenshots or a screen recording, where possible
  • Your device, operating system and browser
  • Your public IP address, if the issue appears to be specific to your connection
  • Details of any recent website, plugin, hosting or DNS changes

Please also confirm whether the problem happens on another browser, device or internet connection. This can help us determine whether the issue is specific to your device or affects the website more widely.

Email issues

For problems sending, receiving or accessing email, please include:

  • The domain name or email account affected
  • Your cPanel username, if applicable
  • The date and time the problem occurred
  • The sender and recipient email addresses involved
  • Any error or delivery failure message received
  • The email application or webmail service being used
  • Your device and operating system
  • Your public IP address, where relevant
  • Whether the issue affects one account or multiple users

Please do not send us your email password. If temporary access is required, our team will explain how to provide it securely.

One issue per support ticket

Please submit a separate ticket for each unrelated issue. A support request may involve several members of our team or require further technical investigation. Keeping each issue in its own ticket gives us a clear record of the problem, the work completed and the next action required.

Do not submit duplicate tickets

Submitting several tickets about the same issue will not result in a faster response. It can split important information across different conversations and delay the investigation. If you need to provide additional information, reply to the original ticket instead of opening a new one. Repeatedly replying only to request an update will not speed up the investigation. If you received a ticket confirmation, your request has been logged and our team will respond as soon as possible.

Tell us about recent changes

Please let us know about any recent changes to your website, hosting, domain, DNS, email account or connected services. A change may appear unrelated but could still help us identify the cause of the issue. If you are unsure whether something is relevant, include it and our team can assess it.

Protecting sensitive information

Do not include passwords, payment card information or other sensitive credentials in a support ticket or email. If our team needs access to an account or service, we will provide instructions for sharing the required information securely.

Respectful communication

We understand that technical problems can be frustrating, particularly when they affect your organisation or customers.
Our team will always work with you professionally to investigate the issue. Abusive, threatening or discriminatory behaviour towards members of our team will not be accepted.