24/7/365 Support: Submit a Great Support Request

Yes, you read that title correct, we provide professional US-based 24/7 support, 365 days a year! We love to answer your questions, fix those annoying issues, and give you peace of mind knowing that a technical team is just a email, chat, or phone call away.

Our team works effortlessly to provide the highest quality support possible, and in working with customers over the past 10+ years, we’ve discovered what makes a support request quick and efficient. In this article, we’re going to go over the key aspects to submitting a great support request that can be resolved quickly.

The MUST Information

It’s always unfortunate when there’s an issue with your website. Whether you’re trying to install a new plugin or upload some photos, when things don’t go as planned, it’s important to have a speedy support team to help you get back to business. Here are a few tips to submitting a support request which will help us resolve your issues as quickly as possible.

  • Primary domain – This is the domain that was used when setting up your hosting account. Providing this information allows us to easily pull up your account.
  • Account verification – We can’t work on any account without verification. At the top of your request, include the last four of the credit card on file or your AMP password. Don’t know your AMP password?
  • Affected domain – Which website are you having problems with? Most accounts have multiple domains.
  • What is the error? – Provide the specific error or error code that you are encountering.
  • Replication steps – What do we need to do to see the error? This allows our agents to work to resolve the issue as quickly as possible.

What’s the Problem?

Let’s say that you need to contact us as you can’t install your SSL certificate. Here is an example of the submitted ticket:

Primary domain: exampledomain.com

Verification AMP Password: Example123

Problem: When installing my SSL certificate on mycoolwebsite.com, I am getting a ‘certificate invalid’ error. I am installing this certificate in cPanel. I purchased this certificate yesterday from a third party provider. I noticed that the ‘CSR’ section is empty. Is this what is causing the error? How can I get a CSR? I tried to make my own in cPanel, but it didn’t work.

The information that is given above helps us troubleshoot your problem even faster as it gives all critical information including verification.

Sometimes it can be a challenge to explain what is wrong. In this case, feel free to take a screenshot of the issue and attach it to the support ticket. If you are in a support chat, send us a link to the image. This allows our agents to see exactly what is going on. One tool which is extremely helpful with sharing screenshots is Droplr.

What have you done so far?

This question is one that seems to be forgotten. Have you restarted your computer? Did you try visiting your website in a private browsing window? Did you update your htaccess file?

Whenever opening a support request, provide the information to what you’ve completed so far as it allows our support team to not only rule out specific options, but also verify all settings are correct.

In conclusion, when submitting a support ticket or opening a chat, take the time to include all details including domain name and verification. With this information, our support team will be able to quickly assist you. We look forward to assisting you.

Did you know that our Premier Support is included with all of our Shared Hosting, WordPress Hosting, and entry-level VPS Hosting plans?  

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