After-purchase (8 Articles)

How Can I File a Complaint?

Providing quality services to our customers is a top priority at SiteGround. If you are unsatisfied with us at any point, we encourage you to report your complaint and help us make our services even better. Reporting By Live Chat Visit our l ive chat page , initiate a new session and describe your complaint to our operator. Our operator will resolve the issue immediately when possible or forward your complaint to the appropriate department. If you are unsatisfied with the operator during the chat, you may ask to be escalated to a supervisor. If you are unsatisfied with the outcome at the end of the chat, you may give it a negative rating. Chats that are given a negative rating will immediately provide you the options to: 1) reconnect and chat with the supervisor on shift, or 2) leave feedback that will later be reviewed by a supervisor. Reporting By Ticket Log into your SiteGround User Area and visit the Support tab. Choose the category that best fits the nature of your complaint and describe it in a ticket. Our support team will work on resolving your issue and will provide an update in the ticket when done. If you are unsatisfied with the provided resolution, you may ask to have your ticket escalated to a supervisor. You may also give a negative rating to the ticket. That will display the option to send the ticket for review by a supervisor. Escalating Your Complaint Further If after reporting your complaint and escalating to a supervisor you are still unsatisfied with the provided resolution, you are welcome to further escalate your complaint. Prepare your complaint and email it to: feedback@siteground.com. Preparing Your Complaint Providing detailed information about your complaint will make its resolution much quicker. Please include the following: Date the issue occurred Detailed description of the issue Supportive documents relative to the issue All prior communication regarding the same complaint Your proposed resolution The investigation of a complaint is free of charge. We shall not investigate anonymous complaints. All complaints are taken seriously and will be reviewed, investigated and responded to fairly and thoroughly. We aim to respond to the complainant within 5 business days. In the event that the complaint needs more detailed consideration due to the complexity of the raised issue(s) or volume of materials attached to the complaint, we reserve the right to extend the term of our response to one month. Download the Complaint Form…

Where can I request a script installation from?

If you wish to have a script installed on your hosting account, you will have to request it by posting a ticket to our Support Team. You can do this by following the steps below: 1. Login to your Customer Area. 2. Click on the " Support " tab. 3. Click on " Application Installation " to open a ticket. 5. Select your account and the application you need. In " Directory for the Script Installation: " you will have to enter the (sub)directory where you need your script  installed. For example, if you wish your script to be accessible directly by your domain enter " public_html ", " root " or " / ". If you have an addon domain or a subdomain enter its name in this field. Fill in the desired administrative username and password for the script and click the " Submit " button. Very soon your application will be installed by our Script Installation…

How to post a support ticket?

SiteGround's Customer Area has a simple and intuitive design intended to help customers in diagnosing and solving their problems. When needed, a ticket can be posted following these steps: 1. Log in to your Customer Area. 2. Click on the "Support" tab.   Here, you will find a list of different issues that you can report. Select the one closest to your case and click on it. You will be provided with a popup to select whether to open a ticket, start a chat session or call on the phone. For detailed instructions on how to get technical help, check our Getting Started tutorial…

How do I apply for the Free Website Transfer advertised on your website?

In order to apply for the free website transfer promotion, you just need to post a ticket in the Website Transfer section. Please note that the free website transfer promotion applies for a single website only or for a complete cPanel account migration. For more information, we recommend checking the article below: http://www.siteground.com/tutorials/getting_started/transfer_content.htm#1…

How can I request my site to be transferred from another hosting company to SiteGround?

Once you have signed up with Siteground you are entitled to a free website (not domain name) transfer including all your files, databases and reconfiguration to work on our server. This promotion is valid as long as your subscription is active and you just need to post a ticket in the Website Transfer category of  the Support section in your User Area to apply for it. Please bear in mind that this promotion does not include a transfer of your domain name. A domain transfer can be ordered from here . In case you have used the transfer promotion, you can order a paid transfer from your Customer's area -> Support -> Open a Support Ticket -> Website Transfer: https://ua.siteground.com/support/website_transfer.htm According to our Terms of use resellers are not entitled to a free website transfer. Such can be ordered from your Reseller's center -> Support -> Open a Support Ticket -> Website Transfer: https://ua.siteground.com/support/website_transfer.htm Here are the site transfer promotion terms…

Could you please rename my domain name.

We register your domain name immediately after your order is received. Once the domain name you have ordered is registered, the process cannot be reversed. In case of mistyping, we recommend that you order the correct domain name additionally from your Customer Area, change your primary domain name from your Customer Area > My Accounts > Manage Account (for the account whose primary domain you wish to change) > Change Primary Domain and park the mistyped domain to your…

Could you please recreate my account like a new one?

Yes, we can recreate your account without a problem. Please note, however, that all information saved under that account, including files, databases, e-mail accounts, redirects and even stats will be deleted and we will not be able to recover them. You can request the recreation from your Customer Area -> Support -> Open a Support Ticket > Technical Issues .…