Knowledge base
How support tickets work
Where to open one, what to include, how replies work, and what happens out of hours.
Support → New ticket, or press the help button on any screen and choose Contact support.
What to include
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.
Replies
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.
It is attached to your account
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.
Your language
Write in your own language. Tickets are translated both ways, so you are not obliged to write in English to be understood.
Out of hours
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.
What is included
Support is on every plan. There is no paid support tier and no ticket allowance; if something is wrong, tell us.
Still stuck?
Support is included on every plan and answers in your own language.
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