When it comes to getting support from us at InMotion Hosting, it can be helpful to realize the way that our ticketing system works, and the multiple channels for getting help.

In this article we'll go over the types of support requests, the differences between support requests, checking on the status of a support request, submitting a support request, adding details to a support request, and finally what we see when you submit a support request.

Types of support requests

When submitting a support request, there are three different types of requests:

  • Non-verified question to our Customer Community

    A Non-verified question means that we'll look into and respond to your issue in our public Q&A section of our website. These are typically for questions outside of the general scope of our support team.

  • Verified question submitted through AMP.

    This method is the easiest way to contact technical support. It is preferred because it provides a contact that does not require further verification.

  • Non-verified email to support@inmotionhosting.com

    A Non-verified email means you might have to confirm your account with either the last 4 digits of the credit card on file, or the current AMP password for your account.

Differences between support requests

The main difference between a Verified and Non-verified support request comes down to the information we can relay to you, as well as any account changes that we can make for you.

If you just need to ask us a quick general question a Non-verified support request is fine. But if you actually need us to give you specific information about your account, or need us to make any adjustments for you, this needs to be done over a Verified request.

If you prefer to send your support requests in via email, simply provide either the last 4 digits of the credit card on file, or your account's current AMP password in the body of your email to turn it into a Verified request.

Checking on status of a support request

We answer all tickets in the order that they come in. If you'd like to check on the status of your support request you can start a live chat, or give us a call at 888-321-HOST (4678).

Please note that if you reply to your ticket checking on the status, or by adding additional information, this will move your ticket back to the bottom of the ticket queue.

Submitting a support request

When you need to submit a support request to us, below are the 2 common things you'd need to look at:

Submit verified ticket

  1. Login to AMP.
  2. Click the Get Support button on the top right.
  3. In the Submit a verified ticket to Billing or Technical Support section; choose a Department, enter a information in the Subject, and Support Request Detail fields. Click the Submit button.


    You will then see a message stating "A ticket has been submitted to Support from your account's primary email address: customer_experience@inmotionhosting.com"

Submit ticket over email

If you'd like to submit a support request to us just over email, you can follow the steps below to accomplish this:

  1. Send an email to support@inmotionhosting.com
  2. By default a support request coming in over email is Non-verified, if you need specific account information, or need us to adjust something on your account this requires a verified request.

    Simply provide either the last 4 digits of the credit card on file, or your account's current AMP password in the body of your email to turn it into a Verified request.

What you see after submitting a support request

After you submit a ticket, you should receive a confirmation email from our system with your ticket ID:

First email response after submitting ticket

Now you just need to wait while we review your support request in our ticketing system. You will get an email from us again once one of our support staff replies to your ticket. In this case I just responded Staff response.

First staff response

Adding more details to a support request

If you need to add more details to your support request, you can simply reply to the email you receive from our ticketing system without altering the subject.

Please note that when adding additional details to your support request, this resets your ticket's position in the ticket queue.

What we see when you submit a ticket

When you first submit your ticket, it will be assigned to our Tier1 support staff to investigate further.

Below you can see here is the test ticket I submitted, and our ticketing system just got it 19 seconds ago.

Internal ticket system display

Now because I told our support staff to ignore this ticket, it stayed in the Tier1 queue for 21 minutes and we can see that there are some tickets above and below ours locked and being worked on.

Internal ticket system display after 20 mins

Now if you added additional information to your ticket by replying to the email, it will reset the ticket's position in the queue. Here you can see the ticket is back at the bottom of the queue, and just arrived 2 seconds ago.

Internal ticket system display after 20 mins and customer reply

Need immediate help?

As always we're here 24x7 to help, so if for some reason you aren't able to view the status of your support request please start a live chat session with us or give us a call at 888-321-HOST (4678).

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Comments

Post a comment
n/a Points
2014-04-01 3:42 pm

We are having problems with prestashop I tried to change the language as suggested by Harry J but the error message: employee (Unknown column 'optin' in 'field list')

AMP Password: *********

prestashop login ******** psw ********

are 10 days that the site does not work and if necessary ask you to delete the software and reinstall the previous version prestashop 1.4 

 

Also no longer able to operate with Crome and Safari 

 

It 'a situation that we would like to solve very quickly because we're losing money is not working the shop. 

 

 

Thank you for your cooperation

Staff
10,101 Points
2014-04-01 5:25 pm
Hello Massimiliano,

I did a lot of testing with a copy of your site and cannot confirm the reason for the mobile only view at this time. I reverted the copy to 1.5 and then upgraded again with the same result. It does appear to be file related as I did not change anything in the database.

We would be happy to revert your site back to a 1.4 version for you. You will need to upload a copy of the database and the backup files to your account and then submit a ticket to our Live Support team. They will be happy to accommodate.

I also removed the passwords and other identifying information from your post as this is a public space and everyone can view it.

Kindest Regards,
Scott M
n/a Points
2014-04-23 11:35 am

We are having problems with email server.  It did not response to advanced1845.inmotionhosting.com.  webpage is not responding either.  Tech support requested us to submit the ticket for server review.  All they can do is reboot. 

AMP Password: **********

 

We are not even able to access webmail now. 

 

Thank you.

 

 

 

 

 

 

 

Staff
5,498 Points
2014-04-23 12:24 pm
Hello Fannie,

Since this is a Public forum, I have removed your AMP Password from your comment. It is extremely unsafe to post that type of information publicly, and can result in your server getting compromised. At this time I highly recommend rotating your AMP password for security purposes.

You can submit a ticket from your AMP account, or by emailing Live Tech Support.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul

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