First of all, thank you for being part of our awesome WP Hosting support experience!
We love giving the highest level of support to all our clients. In order to do so, we’d like to request the following:
- When opening a support ticket, please include as much information as possible to help us troubleshoot the issue. The more details we have the more likely we can get to the root of the issue. Including screenshots, error messages, logs and other similar info is always very helpful.
- If you’re contacting our support team on behalf of a client, we can only provide limited account details. We may not be able to provide you with sensitive account information. This is for the security of our clients, not to make life hard for you. If you must act on behalf of one of our clients, please ask them for their account’s “Support Code”. Sharing the Support Code with us when asking for support will help us validate and authorise the request.
- Please understand that if your website isn’t working due to an issue outside our scope, we can only provide limited assistance. However, we still want to help where we can. However, you may also need to contact your web developer or another third party for assistance.
- Please be polite and patient, no support ticket will be left unanswered. If you don’t hear back from us, please check your inbox or spam folder. Our replies are sometimes too fast and may be filtered.
- If there’s anything that isn’t making sense, technical or otherwise, we’ll do our best to explain it in an easy-to-understand manner. Please be patient as we’re trying our best to help.