Knowledge base
Where to open one, the instant AI answer, giving support access, how replies work, and when a quiet ticket closes.
Support → Ask for help, or press the help button on any screen and choose Contact support. For one of our WordPress plugins, use the support form on the plugin's page or the Submit a ticket option in the chat on our website.
Describe the problem and you get an answer from our AI assistant first, written from our help centre and your own account. If it solves it, press That solved it and you are done. If not, Still need help? Submit ticket sends your ticket with one click — nothing you typed is lost, and the person who picks it up can see what the assistant already suggested.
Can Zinn® fix my site itself? Yes, when the fault is ours. If your ticket is about a site that does not load, our 24/7 support agent Zinn® checks it straight away: the site's status and history, where its setup stopped and why, whether its domain reaches our nameservers and the DNS zone is there, its SSL certificate, and whether it answers from outside. When the fault is on our side, Zinn® repairs it itself before it replies — it re-runs a setup that failed, creates or repairs the DNS zone, reissues the certificate, retries a failed build, or lifts a suspension once your plan is paid. Then it checks the site loads again and tells you, in your own language, what was wrong and what it did.
Zinn® only does this for the sites in your own account, only when the ticket comes from you signed in, and only within what your own role in the account may do. Nothing is deleted, your domain's nameservers are never moved and your e-mail records are never touched. Every repair is listed in your Activity log.
When the ticket is about a site, you can tick Allow support to access this site. That lets our support team sign in to the site's admin for 7 days, without you sharing a password. Every time they use it, it is noted on your ticket. You can withdraw access from the ticket at any time, and it ends by itself when the ticket is closed.
The site or domain, what you did, what you expected and what happened instead. An error message pasted in full is worth three paragraphs of description — it names the file and the line, and it removes a round trip.
We reply in the panel and by email. Replying to the email keeps the conversation on the same ticket — you do not have to come back to the panel. Starting a new email instead creates a second ticket, and then two people answer half the question each.
A ticket carries your organisation, so we can see the site you are talking about without asking you for an account number. If a support engineer needs to access your account to look, that access appears in your Activity log with their name on it.
Write in your own language. Tickets are translated both ways, so you are not obliged to write in English to be understood.
If the cause of your ticket clears on our side (a file you attached finished its security check, or a fix was applied), we tell you on the ticket. When we have answered and have not heard back for 4 days, we send one reminder that we will close the ticket in 7 days; reply at any time to keep it open. A closed ticket opens again as soon as you reply to it.
Tickets are answered around the clock for anything affecting a live site. Billing questions, feature requests and account changes are handled in working hours — they are rarely urgent and answering them badly at 3am helps nobody.
Support is on every plan. There is no paid support tier and no ticket allowance; if something is wrong, tell us.
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