Technical Support information


When facing an issue with your InMotion Hosting account, including web pages, domains, files, and emails, sometimes you can feel lost. When contacting our Support Department, it is beneficial to make sure you have some basic information readily available as well as understanding the methods of contacting our support team.

How to get help with your account

There are numerous ways you can contact our Support Department for help with your account. We will now go over the available methods for getting support.

Search

When you initially need help, we recommend using the search bar at the top right corner of the support page. We have many tutorials online and they're updated often.

Ask a Question

If you are not finding a solution to your issue by searching our extensive base of articles and education channels, please feel free to submit a question on our support website.

Submitting a Ticket

Submitting a ticket through AMP:

Get Support pageThe Account Management Panel (AMP) now offers a "Support" page. This screen offers a quick guide on how to obtain assistance through our billing, technical support, or sales teams. It also offers an interface to write a verified support ticket to either the Billing or Technical Support departments. The submitted ticket entry is tracked through email.

Submitting a ticket through Email:

You can also submit a ticket directly through your email client. To submit a ticket this way, send an email to: support@inmotionhosting.com Include a description of your problem, the version(s) of software/application involved, any error messages and steps to duplicate a specific issue. Make sure that you provide verification information for your account using either the last four digits of the credit card on your account or the Account Management Panel (AMP) password.

Chat

Our Tech Support department is available 24 hours a day 7 days a week through our LiveChat. You can find the Support Chat button to get started in the top right of the page.

Start a Chat from AMP

  1. Login to AMP.
  2. Click the GET SUPPORT button on the top right.
  3. Click the LAUNCH CHAT button in the Chat with Billing, Technical Support, or Sales section.

Call Us

Just like our LiveChat and our ticket system, phone support is offered to our customers 24 hours a day. Our support phone number is also located at the top of the page, it is:
888.321.HOST(4678)

View our Contact Information in AMP

  1. Login to AMP.
  2. Click the GET SUPPORT button on the top right.


    In the More Ways to Contact Us section you will see our contact phone numbers for: Technical Support, Account + Billing, Sales, and Web Design Services.

Before Contacting Us - Gathering the Right Information

To receive the best possible support, it is beneficial to have all the necessary information prior to contacting us.

  • cPanel username or the primary domain listed on the account
  • Account Verification such as your current AMP password, last four digits of the current credit card on file or the original cPanel password.

Gathering specific information can help us gain some insight into the issues you need help resolving. To do so here's a basic guide of what information we're looking for:

  1. Your domain name.
  2. A description of the problem.
  3. History of the problem.
  4. Any error messages you are receiving.
  5. Steps we can take to replicate the problem.


For more details on what information you will need to provide to your tech support agent, please see our article entitled Necessary information to know before contacting support.

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Comments

Post a comment
2011-11-30 11:40 am
Hi,
I just signed up yesterday and have just realized there is a business already with the name horizon photographic's. Even though they don't have a website I don't want to be associated with them. I have purchased a new domain name through you guys and would like to know if you could please appoint my new domain as my primary domain?

old domain : horizonphotographics.com (no longer in use)

new domain : ultrazoom-photographics.com (new primary domain)

I apologize for my mistake.

Thank you

Paul Cassar
Staff
9,967 Points
2011-11-30 11:46 am
Hi Paul,

Thanks for posting your comment. Here's a link to the article we have on changing your primary domain:

How do I change the main domain name on my account?

Please follow the steps in the article and a support representative will handle your request in the order in which it was received.

If you need further assistance please feel free to contact us.

Thanks!

Tim S
2011-11-30 12:07 pm
Thanks Tim ,
much appreciated.
Staff
9,967 Points
2011-11-30 12:11 pm
Hi Paul,

thanks for posting. However, I had to remove your comment with your account information in it. This is a public forum where everyone can see the information. With that in mind, you should make sure that your password is changed immediately.

Also, I will not be able to make those changes for you as you will need to contact our support department. You can do this by phone or email.

If you need further assistance please feel free to contact us.

Thanks!

Tim S
2011-12-24 9:58 am
Help. I am being spammed to death... about 1 a minute. What can I do to stop this.

Thanks Mark
Staff
9,967 Points
2011-12-27 12:18 pm
Hi MarkMc,

Thanks for posting your comment. I'm more than happy to assist you. I've looked over your account and noticed you're running WordPress. There's plenty of plugins to help you fight Spam within WordPress. I'd start by configuring Aksimet which is included in your default installation.

I hope this helps! If you need further assistance please feel free to contact us.

Thanks!

Tim S
2012-10-23 3:07 pm
Cannot log into support center to view a reply to my request. User name not found.

When I log into the regular site, the user name (only one I know of) shows correctly????

Please advise but bear in mind I cannot access support center

Gary Turlington
Staff
9,521 Points
2012-10-23 4:04 pm
Hello Gary,

Unfortunately it looks like there was an issue creating your account that allows you access to submit and view tickets online. I would recommend either starting up a live chat from our website, or submitting a support request directly via e-mail to (support@inmotionhosting.com) relaying this information and our support team should be able to have that account created for you, so that you can view the status of future tickets that you submit.

Please let us know if you have any other questions at all.

- Jacob
2013-07-08 6:39 pm
I need help to reset my password to have access to my cpannel. AMP does not let me do anything. Support chat told me to wait 270 minutes (4 hours)...phone not answering at all. What is the way to solve my problem? Can anybody help? Thanks
Staff
5,889 Points
2013-07-09 10:20 am
Sorry for the trouble with the login. It appears there was an issue with the our chat system when you contacted us or the connections was not working to us from your location.

Make sure if you are an international customer, to use our International number.

+0017574166575

You can try using the password reset button. See the following links on this.

How to log into AMP

How to change your AMP Password

What is my username and password (I forgot)?

Unfortunatly, the information your provided does not have enough information for us to look up your account. If you could give your domain we could investigate further.

Best Regards,
James R

2013-09-02 8:27 pm
I used to recommend inmotion. Inmotion used to provide great customer support. Now it is a joke. A bad joke. Waiting hours in queues. Being told incorrect info. The ticketing system is crap and needs a different login which they don't give you. Customer care is woeful. They have maybe one person on their tech team who is knowledgeable and helpful. 24.7 ? No.
2013-09-02 8:32 pm
And I'm running a virtual private server with these guys. It's not cheap. It's not a cheap low cost hosting option. It's not about the money. It's the lack of support when you need it that I can not tolerate. I'm moving.
Staff
9,521 Points
2013-09-03 11:12 am
Hello RichardKeeves,

I apologize if there was some delays and confusion with your VPS account. It looks like you had inquired via support ticket if the VPS came with a separate IP address from the shared IP, and then requested to have your account migrated to another hosting provider.

It seems the majority of the confusion came at this point after your new host had issues getting a backup, and then it looked like our support team provided you steps on creating a backup of your account, instead of actually proceeding with generating the backup from our end.

I apologize for that oversight, and the additional delays you encountered from having to wait for a rather large cPanel account backup. This process unfortunately is very slow after an account is around 4GB in size., and it looks like yours was around 11GB.

I see that our support team was able to speed up the full backup of your account by splitting up the data into smaller chunks, and that should allow your new hosting provider to restore everything for you.

Sorry for the way that things were handled. I see that on 8/20 your account was hacked and we quarantined some files for you that were sending out spam. So please be sure you're using a strong password at your new hosting provider, and updating all your software. That should hopefully stop further intrusions which might have led to some of your issues such as IP blacklisting which could make your emails bounce.

- Jacob
2014-04-01 9:13 am
pls help
Warning: require_once(ABSPATHwp-admin/includes/dashboard.php) [function.require-once]: failed to open stream: No such file or directory in /home/idmtechs/public_html/wp-admin/index.php on line 13

Fatal error: require_once() [function.require]: Failed opening required 'ABSPATHwp-admin/includes/dashboard.php' (include_path='.:/usr/local/altphp/lib/php') in /home/idmtechs/public_html/wp-admin/index.php on line 13
Staff
7,372 Points
2014-04-01 9:35 am
It appears that your code is looking for an absolute path to a file that does not exist. Check to ensure that your paths are correct.
n/a Points
2014-04-26 8:12 am

I'm very disappoointed with this company.  This is not what I wanted and I've repeatedly asked for a refund and all I get are more emails asking me if I'm sure I want to cancel.  YES!!  I want to cancel!!  I just wish someone would do it!

Staff
15,308 Points
2014-04-27 11:55 pm
Hello Anna,

I am sorry to hear you are having issues with cancelling. It is typical to get a confirmation email, but you should not get more than one unless you sent in separate requests to cancel. Simply responding to one of those confirmation requests should be enough to finalize your cancellation. Please let us know if you have any further issues after confirming.

Kindest Regards,
Scott M
n/a Points
2014-07-15 10:07 pm

Hello Friends,

Thank you so much for reading my post.

Actually, i have troubles with Magento 1.8.0.0. When i put a simple php file that prints a simple hello world in my magento's local model folder of controllers, i cannot access it through that path. Lat's say i my file is here: localhost/magento/app/code/local/CompanyName/ModuleName/Model/Hello.php. When i try to access thi file through my browser, i get the 403 forbidden error, saying that i have no permission to access that file at that server. i input it like this: http://localhost/magento/index.php/ModuleName/Hello.php. May you help me? Thank you so much.

 

Gloria!

Staff
15,484 Points
2014-07-16 3:20 am
Hello Gloria,

Sorry for the problem. We do not mind providing assistance for your queries, but we sincerely appreciate you placing your question in the section for Magento, or submit it as a question. This insures that other visitors who see the same issue can find it and help provide specific information sorted into a related area.

As for your path - you will not be able to access the file that away because of your URL. You will need to use the URL that you use to access Magento. For example, if you access magento at http ://example.com/magento, then the path to access your file would be http:// example.com/phpfilename. This assumes that you put the file at the root of the Magento installation. If you did not place the file at the root, then you would need to include the sub-directories within the path. So, based on your example it would look something like: http:// example.com/ModuleName/Hello.php.

The index.php would not be part of the path as it's a FILE as opposed to a folder. Also, the "localhost" reference generally means the computer that you are using (as opposed to the hosting server). The path reference should reflect where your installation is located. If you're trying to access it via the internet, then it should be set your website URL. You should only use the localhost path if you're on the computer where you have installed Magento.

I hope that helps to clarify the path problem! Let us know if you require any further assistance.

Regards,
Arnel C.
n/a Points
2014-07-17 7:57 am

Hi, 

i have been using the email since a year+ which was supported by one of the web developer. But now since 3 weeks unable to login and access the email.

Can you please assist to resolve the issue. 

Thank you,

sajesh

Staff
7,372 Points
2014-07-17 9:43 am
I am happy to help. Could you provide more information about the issue such as the errors that you are receiving as well as the mail client that you are using?
n/a Points
2014-07-17 12:28 pm

Hi Jeff,

thank you for your immediate response.

vshinegroups.com/cpanel

sajesh@vshinegroups.com

support@vshinegroups.com

Login : Error as I"ncorrect Password"

present I receive through forward option which was setup earlier.. So Iam unable to respond to reply any clients. 

If you could assist to reset the password and confirm admin login.. It will be helpful.. 

The person who supported to develop Teh web and create email access is not reachable.. 

Thank You,

sajesh

Staff
7,372 Points
2014-07-17 1:19 pm
Judging by the error, it seems that you simply have an incorrect password. Have you attempted to change it and use the new password? It also appears that this website is not hosted with us so there could be another issue there as well. You may need to contact the hosting provider for more exact information.
n/a Points
2014-07-18 10:31 am

Hi Jeff,

Actually it's not password issue, because never change recently and also those set-up done earlier suddenly prompted with this message..

Anyway, thanks for your great support.

Is there any way I can change web hosting from you. What will be your hosting charges and issues if I decide to migrate from other hosting.

Thanks

Sajesh

Staff
7,372 Points
2014-07-18 10:54 am
Pricing and plans may be found through our main site at inmotionhosting.com.

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