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 ticket 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 for Technical Support, or to billing@inmotionhosting.com for Billing Support.

    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).

Did you find this article helpful?

We value your feedback!

Why was this article not helpful? (Check all that apply)
The article is too difficult or too technical to follow.
There is a step or detail missing from the instructions.
The information is incorrect or out-of-date.
It does not resolve the question/problem I have.
How did you find this article?
Please tell us how we can improve this article:
Email Address
Name

new! - Enter your name and email address above and we will post your feedback in the comments on this page!

Related Questions

Here are a few questions related to this article that our customers have asked:
Ooops! It looks like there are no questions about this page.
Would you like to ask a question about this page? If so, click the button below!
Ask a Question
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
17,962 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
8,663 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
n/a Points
2014-06-11 6:38 pm

LOL!

n/a Points
2014-04-29 9:42 pm

So managing tickets via email is a fine approach except for the fact that previous correspondance and the original reported issue are not included on the email thread.

Is there a way to go look at the ticket from the website and see the initial request and all of the correspondance?

Staff
2014-04-29 11:09 pm
Hello Flint,

Apologies for the ticket issues. Unfortunately, there is no unified way to look at the issues in one location at this point. The current system is under evaluation and will most likely be under development to provide a better system that allows you to see the events in the manner that you have described. However, at this time, the customer facing interface for tracking the tickets are handled through email. Apologies for the inconvenience.

If you have any further questions, please let us know.

Regards,
Arnel C.
n/a Points
2014-06-25 12:45 pm

Yes, it would be nice/helpful to be able to view tickets in a single string that require a monolog of sorts with support staff.

Staff
8,663 Points
2014-06-25 1:06 pm
Hello Matt S.,

Thank you for your suggestions, I have forwarded them to my manager. Feel free to email any additional feedback directly to our Management Team.

We are always open to suggestions, since it helps us to better serve our customers.

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

-John-Paul
n/a Points
2014-07-10 9:40 pm
This sucks. I just want to file a trouble ticket.
Staff
17,962 Points
2014-07-11 7:46 am
Hello Martin,

I'm sorry to hear you are unhappy with the instructions above. We would like to improve the article to make it easier for everyone. Where exactly did we lose you? Were you unable to ask a question in the support center? Were you unable touse your AMP to send a ticket? Were you not able to send an email to support@inmotionhosting.com? Any of these methods will allow you to send a trouble ticket, the simplest being the straight email. We would like to help, but we would need to know the details.

Kindest Regards,
Scott M
n/a Points
2014-09-08 12:30 pm

Your navigation seems to have changed, and now the instructions are out of date. But seriously, if your system requires this many instructions, then your system is too complicated. When I have a problem, I just want to click a link to get help. For instance, right now I need to check the status of a ticket, but there's no link to click, and the instructions above don't tell me where to find one. Do you honestly need someone to explain to you why and how this is unacceptable?

n/a Points
2014-07-11 12:21 pm

on the domain supernovadistri.com  oscommerce part all images tend to disappear , spacially thumbnails

Staff
16,511 Points
2014-07-11 12:54 pm
Hello Vicente,

Thanks for the question. We really don't mind helping here in the Support Center, but please submit your queries as question, or as a comment in the category where you need help. This helps us to keep things organized and also provides further reference for those come to the site later. They can see your question/comment (related to the specific topic) and then they don't have to ask it again.

As for your OSCommerce issue, I took a look at the URL you provided, but I see all of the images with no problem. Can you please provide the steps you take when you have the problem? Also, any specific error messages or URLs where the problem occurs would really help us to identify the issue.

Kindest regards,
Arnel C.
n/a Points
2014-07-11 2:30 pm

it is in the os commerce section. clicking on tienda on the right upper corner. you have to ask for entrance though

n/a Points
2014-07-11 2:45 pm

you have to click on the "tienda" word on the right upper corner . you will have to register to get in though

Staff
8,663 Points
2014-07-11 4:31 pm
Hello vicente,

Thank you for your question. I can see the broken images now.

The broken images seem to only be thumbnails. What are you using to generate the thumbnails in OsCommerce? For example, are you using a 3rd party plugin?

If you are I recommend trying a different thumbnail generator, to see if it works.

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

-John-Paul
Staff
16,511 Points
2014-07-11 4:46 pm
Hello Vicente,

I took a look at the store after registering a test user. The problem you're having seems to be related to the file names you're using and path being used by OSCommerce. I would review how thumbnails are generated on OsCommerce. You may need to review documentation on Configuring OScommerce concerning the image files.

When I looked at the code for the snippet, I noticed this:

< img src="/support/product_thumb.php?img=images/1 vinyl purpl.jpg&w=120&h=59" width="120" height="59" border="0" alt="Remix Vinilo Cruiser Azul" title="Remix Vinilo Cruiser Azul" >

The problem here is that the link does NOT work. Also, the server will not recognize the name of the graphic because of the spaces. You need to RENAME your files that have spaces, otherwise, the server will not recognize it. Remove the spaces from the original graphic file name, then have OSCommerce regenerate the thumbnail and it will work. I can actually replace the spaces with "%20" in the code and fix the link and then graphic does appear. However, this is NOT the way to fix the problem you're seeing. Please re-name your files without the spaces and then OSCommerce should be able to generate the proper thumbnails and they will appear correctly.

Regards,
Arnel C.
n/a Points
2014-07-12 1:48 pm

Hi,

I have an active SSL certificate on my domain name (rugstown.com) which was at other hosting company. However, I just moved my domain name to your hosting now, I would like to move/install my SSL certificate with your hosting.

I have the following dedicate IP address assigend by your hosting for that reason: 23.235.200.204

Below are ALL info you need from my Certificat:

 

SSL Certificate Information ***INFORMATION REMOVED***

 

Thank You,

Hadi Jouma

Staff
17,962 Points
2014-07-13 8:51 pm
Hello Hadi,

To move a certificate, it will first need to be rekeyed by the provider for our server. You will need to first have our Live Support team generate a CSR from our side so you can then send that information to the merchant from which you purchased the SSL certificate. They will then rekey the certificate and you will then want to resend that information to our support team so they can install it on your account.

Kindest Regards,
Scott M
n/a Points
2014-07-22 2:06 am

Can You please delete my certificate info from the post? Did not know this will be posted for public.

Thank you,

Hadi

www.rugstown.com

Staff
17,962 Points
2014-07-22 8:59 am
Hello Hadi,

The information has been removed as requested. Do remember all questions asked here are public, so the article comments and answers will be as well.

Kindest Regards,
Scott M
n/a Points
2014-07-16 9:40 pm

Guys my server has been down for more than 12 hours. Apparantly none of your chat people can help. Must be admin but still have had no response to any emails. I have no answers to anything!!!!!

Staff
9,968 Points
2014-07-17 2:14 pm
Hello Iachy,

Sorry for the delayed response. I see that you were able to take care of this issue via internal tickets. It looks like your VPS had been under a DDoS attack and that caused the need to switch the main IP address of your server which made it appear to be down while DNS settings were propagating.

Please let us know if you're still having any issues at all.

- Jacob
n/a Points
2014-07-23 12:55 pm
doesn't ANYONE provide a straightforward answer to help their clients?!
Staff
8,314 Points
2014-08-04 11:25 am
Your comment is a bit vague. Could you clarify?
n/a Points
2014-07-25 4:35 pm
Searched for how to file a ticket. It use to be simple. This guidance tells you to click Support and then clisk on submit a Ticket. Don't see that. It use to be simple - just went to the perldesk. https://support.inmotionhosting.com/cgi-bin/pdesk.cgi - why not provide a link?
n/a Points
2014-09-08 12:31 pm

It seems so simple...

Staff
17,962 Points
2014-09-08 12:48 pm
Hello Bill,

The perldesk is old and was used before the AMP was implemented. Now, everything is done via the AMP. Log into the AMP and click on the Support lifering in the upper right. This brings you to a form to fill out.

Kindest Regards,
Scott M
n/a Points
2014-09-08 11:51 pm

Just a quick recommendation for the staff.  Going along with what other people are complaining about in the design of the support interface...  I have two recommendations that hopefully you guys will consider and use if found to be useful..

1st:  I saw 3-4 comments on the support link at the top right and how many are having trouble with it.  When I first setup my account, I found myself clicking on the Support Center Link/Ring on the page navigation right below the Get Support Link.. Even after I was aware of the difference between the two links, they are so similiar, I still do it by accident all the time.. What's making this a little irritating to me is that the once you click on that Support Center link, you are forwarded to a new window, and then you are logged out of your account.  

Perhaps some re-positioning/styling to better designate what each link does for members would be of some aid.

Also, a consistent member only member across your site (maybe a fixed/sticky nav) with member navigational links would be of some help. Once you leave your AMP, you seem to be logged out and have to go back through AMP login to see the member specific nav..

 

Just recommendations to consider, hopefully it will help me and others from being jerked around the site so much while we are still getting accustomed to the navagation ui.

 

Thanks!

Staff
17,962 Points
2014-09-09 8:03 am
Hello Ronnie,

I will bring these ideas up to our User Interface designers to see what they can do. Making things easier, not harder, is our goal and sometimes it takes feedback from Users such as yourself to make us see things a bit differently. Thank you so much for the feedback as it is always welcome!

Kindest Regards,
Scott M
n/a Points
2014-08-04 9:35 am
Where is the "submit a ticket" page? I need help with email on visualhollywood.com. It bounces.
n/a Points
2014-08-04 9:37 am

I have 5 domains. All email works great. However for visualhollywood.com incoming email bounces. Could you do a quick check and repair for me?

Staff
8,314 Points
2014-08-04 11:23 am
Could you provide us with the specific bounce that you are getting?
n/a Points
2014-08-05 9:58 am

When I send an email to davidthebruce@visualhollywood.com it never shows up. Lost in the cosmos. Any ides why?

Staff
17,962 Points
2014-08-05 11:19 am
Hello David,

In checking your domain's DNS I noticed there are no MX records for the domain. This means email will not be delivered as it has no idea where to go. I also notices you have a mail subdomain pointing to Google. Are you trying to get your mail through Google? If so you will need to point to their mail servers. Please review our article on Changing your MX records so you can point to the proper server to get your email.

Kindest Regards,
Scott M
n/a Points
2014-08-04 2:49 pm

my Account not yet activated

coverericambi.com

martysim.pay@gmail.com

Please i need start to work with my e commerce .

can you active my account ?

thank you 

Staff
17,962 Points
2014-08-04 3:08 pm
Hello Scalisi,

We are unable to confirm and activate accounts via the community support center. You may, however, contact our Customer Service department directly so they can get you up and running.

Kindest Regards,
Scott M

Post a Comment

Name:
Email Address:
Phone Number:
Comment:
Submit

Please note: Your name and comment will be displayed, but we will not show your email address.

39 Questions & Comments

Post a comment

Back to first comment | top

Need more Help?

Search

Ask the Community!

Get help with your questions from our community of like-minded hosting users and InMotion Hosting Staff.

Current Customers

Chat: Click to Chat Now E-mail: support@InMotionHosting.com
Call: 888-321-HOST (4678) Ticket: Submit a Support Ticket

Not a Customer?

Get web hosting from a company that is here to help. Sign up today!