From your account
Go to Support in the sidebar and click New ticket. The form starts with What's this about?, listing your hosting plans, domains and DNS zones. Pick the one the question concerns and we see its details alongside your message, so you spend less time explaining which service you mean. Choosing a hosting plan also shows the add-ons running on it.
Replies arrive by email and in the ticket. Answer either way; both land in the same thread.
By email
Write to [email protected] from the email address on your account. A ticket is created and acknowledged automatically. If you write from another address, or the request changes something on your services, quote your support PIN. See Your support PIN.
What to include
- the domain or plan concerned
- what you expected and what happened instead, with the exact error text
- when it started, and anything that changed around then
- for DNS or email problems, the address or record involved
Attachments
Screenshots help. Tickets accept images in PNG, JPEG, GIF or WebP format, up to 10 MB each. Other file types are refused, because a file disguised as an image can carry code. For anything else, describe it or paste the text.
Response times
Tickets are answered by a person during Australian business hours, with outages taken first. If your site is down, say so in the subject.