Oh no! Something’s gone wrong with your website! But don’t panic — our Support Team is right here to help you. We’ve been helping people with web hosting for many years now, but with a few simple steps, you can help make the process even easier on you and get everything back up and running before you even know it.
Tell us what happened before, during, and after the error
It can be difficult to remember exactly where something went wrong, especially when it’s a total surprise. But if you can remember what you were doing, what you were trying to do, and what happened after the error occurred, we can troubleshoot the problem a lot faster than if you come to us and say “I don’t know what happened! It’s all broken!”
If you have a step-by-step list of the things you did, that’s immensely helpful and makes it easier for us to replicate it. If you get any error messages or codes, copy and paste them into the ticket, so we can look them up for you.
And if you think it was because of something you did, don’t be afraid to tell us. We’re not your parents, we’re not your boss, and we’re not the cops. We’re not going to yell at you, and the more you tell us, the better.
Screenshots are a great help
If something is rendering weirdly on your computer, or you’re getting an error message that you’ve never seen before, a good screenshot can really help us, especially if it’s something we can’t replicate on our end. It also really helps to include what browser and operating system you’re using, so we can test it under the same conditions.
If you’re using Windows, you can use the PrtSc key to take a screenshot of the entire window or open up the Snipping Tool in order to get a specific region. On a Mac, use the Shift-Command-3 keys together to take a screenshot of the entire window, or open up the Screenshot tool in order to get a specific region.
Put in a ticket before going to social media
Our support ticket queue is watched 24 hours a day, 7 days a week. We have someone on hand around the clock to help with most problems, and if it’s a bigger problem, our experts are available from 9 am UK time Monday to Friday to jump in, and they also check in regularly over the weekend to make sure things are going smoothly. This includes bank holidays as well.
Our social media? They’re only monitored Monday to Friday, 9 am to 5:30 pm, barring bank holidays or days off. Add in Twitter and Facebook’s hiding of direct messages from non-followers, and it’s highly likely that your message isn’t going to be picked up for a while. And besides, our marketing team is just going to ask Support about it anyway, so skip the middle-man, and put in a ticket.
If it’s urgent, you only need to put in one ticket
Something’s down, you’re panicking, you need someone to solve this right away, you put in a ticket, but maybe another one will get our attention? Or maybe five more? We’re looking at these, right? We’re going to solve this problem, right?
Putting in more tickets for the same problem isn’t going to help us solve the problem faster. We see the problem, it’s being looked at, and clogging up the system with repeat tickets isn’t going to change anything. We know how frustrating it can be to wait for an answer, but, please, be patient. Our team is working on the problem as quickly and as effectively as they can.
And you can pick what the problem is about in the drop-down before you click “Open A New Ticket”. It’s a good way for us to prioritise problems, but, please, don’t use “My service is down” if your website is up and running!
Pay attention to these four tips, and you’ll get some great support before you know it!
