To access the Help Desk you need to be logged into your Customer Area, first. From the Customer Area index proceed to the Get Support Section.

Continue to the Hosting related information and assistance table and click on the HelpDesk - report a hosting related issue link.

You will be sent to the HelpDesk home page.

From the Help Desk home, please find the category most appropriate for your issue. For example if you cannot send email choose the Email Related Problems category.

Once you open the related to your problem category we advise you to have a look at the Find Quick Answers section. There, you will find the most frequently asked questions, related to the topic and this is the fastest way to find a solution.

If you cannot find a solution to your problem in the Find Quick Answers section and need to report the problem to our technical support, please click Go at the bottom. Please make sure you provide all the information you will be requested during the process of generating the problem report.

Some categories in the Helpdesk have an additional option for posting a ticket at the bottom of the page.

Please note that some categories provide opportunity only for generating reports on pre-defined issues and do NOT have the additional option for posting a ticket. This most probably means that issues related to this category, which you cannot report trough the provided tools, are beyond the competence of the Technical Support Team.

In order to review already closed tickets or simply check a ticket for an update, you need to be logged into the Help Desk home. Then look for the View Tickets link at the left or You have No. unread tickets at the right, as shown below:

You will be taken to a page where you will see all tickets you have posted to the Tech Support so far. To review a certain ticket, just press on its Subject.

If a ticket you have posted to the Tech Support Team is closed but you still have questions or comments about it, you may reopen the ticket. To do this, simply press the Reopen Ticket button at the bottom of the ticket.

Note: A ticket that has been idle for 48 hours could not be reopened. In such case, you may open a new ticket and refer to the one you would like to follow up.

To access the Website is not accessible category you first need to access the Help Desk. From the Help Desk home continue to the Website is not accessible link located in the Service Related Problems table.

Once you open the Website is not accessible category we advise you to have a look at the Find Quick Answers section. There, you will find the most frequently asked questions, related to the topic and this is the fastest way to find a solution to the problem you experience. Also, with the search feature we recently included into our Help Desk you will be able to search for an answer of your question in our Knowledge Base and Tutorials section.

If you cannot find a solution to your problem in the Find Quick Answers section you would need to report it to our technical support. To do this please click the If your site is not accessible, please click here to report your problem link located at the top of the page.

To report a problem at this section, you will need to complete the four steps given on the next page. To continue, press the Proceed with Site Down Report button.

Step 1: You will be taken to a page where more information about your website is required. Please fill in all the required fields and continue by pressing the Proceed with Site Down Report button.

Step 2: You will initiate an automatic server-side check for the most common server related issues that can cause a Site Down problem. Once this check is completed, the results from it will be automatically sent to our Tech Team. They will help them resolve your problem easily.

Step 3: Next step is to generate a client-side report about your connection to our server. For your convenience we have prepared an automatic check run with the help of a Java Applet. If you do not have Java Runtime Environment installed on your computer you will be able to quickly download it for free on the next screen.

Once this check is completed, the results from it will be automatically sent to our Tech Team. They will help them resolve your problem easily.

To continue, press Proceed with Site Down Report button.

Step 4: On the next page you will be given the opportunity to provide our Technical Support with suggestions/comments on the problem with your website. The space for adding comments or any other information to the Tech Team while posting the ticket is limited to 500 characters. That is because we have already gathered enough information for your problem while you were generating the report. To send the ticket to our Tech Team, please press the Post Ticket button.

If you need to add a longer comment please post the ticket as it is and then reopen it. (How to reopen a ticket?)

Please make sure you accept the security certificate, whenever you are asked for it. If you do not accept the security certificate, the automatic checks will not be generated and you will have to do them manually.

If you do not want to install Java on your computer you will be asked to perform all the checks by yourself and provide the results.

Sometimes the client side check could not be performed. In such case you will need to complete the check yourself. According to the OS you are using you will be given detailed guidelines on the process. Once you finish with the check, please paste the results in appropriate fields at the Client-side checks page.

To access the Email related problems category you first need to access the Help Desk. From the Help Desk home continue to the Email related problems link located in the Service Related Problems table.

Once you open the Email related problems category we advise you to have a look at the Find Quick Answers section. There, you will find the most frequently asked questions, related to the topic and this is the fastest way to find a solution to the problem you experience. Also, with the search feature we recently included into our Help Desk you will be able to search for an answer of your question in our Knowledge Base and Tutorials section.

If you cannot find a solution to your problem in the Find Quick Answers section you would need to report it to our technical support. To do this please click the If your email is not working, please click here to report your problem link located at the top of the page.

To report a problem at this section, you will need to complete the four steps given on the next page. To continue, press the Proceed with Email Down Report button.

Step 1: You will be taken to a page where more information about your website is required. Please fill in all the required fields and continue with the Proceed with Email Down Report button.

Note: If you cannot retrieve your email password, you can easily change it. Learn how to change your email password here.

Step 2: You will initiate an automatic server-side check for the most common server related issues that can cause an email related problem. To continue to the next step press the Proceed with Email Down Report button.

If you would like to review the results from the check, please press the Show Results button. Once this check is completed, the results from it will be automatically sent to our Tech Team. They will help them resolve your problem easily.

Step 3: Next step is to generate a client-side check about your connection to our server. For your convenience we have prepared an automatic check run with the help of a Java Applet. If you do not have Java Runtime Environment installed on your computer you will be able to quickly download it for free on the next screen.

Once this check is completed, the results from it will be automatically sent to our Tech Team. They will help them resolve your problem easily.

To continue, press Proceed with Email Down Report button.

On the next page you will be given the opportunity to provide our Technical Support with suggestions/comments on the problem with your website. The space for adding comments or any other information to the Tech Team while posting the ticket is limited to 500 characters. That is because we have already gathered enough information for your problem while you were generating the report. To send the ticket to our Tech Team, please press the Post Ticket button.

If you need to add a longer comment please post the ticket as it is and then reopen it. (How to reopen a ticket?)

Please make sure you accept the security certificate, whenever you are asked for it. If you do not accept the security certificate, the automatic checks would not be generated and we would not be able to fully investigate the problem with your email.

To access the FTP related problems category you first need to access the Help Desk. From the Help Desk home continue to the FTP related problems link located in the Service Related Problems table.

Once you open the FTP related problems category we advise you to have a look at the Find Quick Answers section. There, you will find the most frequently asked questions, related to the topic and this is the fastest way to find a solution to the problem you experience. Also, with the search feature we recently included into our Help Desk you will be able to search for an answer of your question in our Knowledge Base and Tutorials section.

If you cannot find a solution to your problem in the Find Quick Answers section you would need to report it to our technical support. To do this please click the If your ftp is not working, please click here to report your problem link located at the top of the page.

To report a problem at this section, you will need to complete the three steps given on the next page. To continue, press the Proceed with FTP Down Report button.

Step 1: You will be taken to a page where some basic information about your FTP is required. Please fill in all the required fields and continue by pressing the Proceed with FTP Down Report button.

Note: If you cannot retrieve the password for your main FTP account, please refer to our FTP upload guide to learn how to find it. If you cannot retrieve the password for an FTP account you have created yourself, you can reset it from your cPanel. (How to access cPanel?)

Step 2: You will initiate an automatic server-side and a client-side check for the most common server related issues that can cause a FTP related problem. For your convenience we have prepared an automatic check run with the help of a Java Applet. If you do not have Java Runtime Environment installed on your computer you will be able to quickly download it for free on the next screen.

Once this check is completed, the results from it will be automatically sent to our Tech Team. They will help them resolve your problem easily.

To continue to the next step, press Proceed with FTP Down Report button.

Step 3: On the next page you will be given the opportunity to provide our Technical Support with suggestions/comments on the problem with your website. The space for adding comments or any other information to the Tech Team while posting the ticket is limited to 500 characters. That is because we have already gathered enough information for your problem while you were generating the report. To send the ticket to our Tech Team, please press the Post Ticket button.

If you need to add a longer comment please post the ticket as it is and then reopen it. (How to reopen a ticket?)

Please make sure you accept the security certificate, whenever you are asked for it. If you do not accept the security certificate, the automatic checks would not be generated and we would not be able to fully investigate the problem with your FTP.

To access the cPanel related problems category you first need to access the Help Desk. From the Help Desk home continue to the cPanel related problems link located in the Service Related Problems table.

Once you open the cPanel related problems category we advise you to have a look at the Find Quick Answers section. There, you will find the most frequently asked questions, related to the topic and this is the fastest way to find a solution to the problem you experience. Also, with the search feature we recently included into our Help Desk you will be able to search for an answer of your question in our Knowledge Base and Tutorials section.

If you cannot find a solution to your problem in the Find Quick Answers section you would need to report it to our technical support. To do this please click the Click here to report if your cPanel is down link located at the top of the page.

On the next page you will be able to fully describe the problem you are experiencing with your cPanel. To post your question to our Tech Team press the Submit button at the bottom.

Note: All issues in this category are handled by our cPanel Specialist. Please allow one business day for your ticket to be serviced.