Technical Support Ticket Submission Guidelines

Before submitting a ticket, please review our common troubleshooting guide as that will help you resolve the majority of the most common errors and problems.

We ask that you please help us to help you by being as detailed as possible when submitting a ticket; the better the information you provide the faster we will be able to resolve your issue. Below are some tips:

  • Mention which module (if any) you are experiencing difficulty with (cPanel, eNom, PayPal etc.)
  • Include any error messages that occur on-screen or are found in Utilities > Logs > Activity Log
  • Explain step-by-step how to reproduce the scenario or problem you are describing
  • If you think a screenshot would help, please include one
  • State when the problem started and what changes were made immediately beforehand
  • Provide login details whenever possible as we often find having access to the installation leads to a faster resolution time

Providing login information in the fields on the ticket submission page often avoids us having to ask you additional questions and can lead to a quicker time to resolution. Your information will be removed automatically when the ticket is closed.
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