How to Open a Site/Service Down Report

If you are experiencing problems with accessing your website, email or FTP we highly recommend that you post your issue in the corresponding category in Support Tab.

You will be taken to a screen with a list of Support channels. Please, click on the Recommended channel in order to get your issue resolved as quickly as possible.Please, describe the issue and fill in the required fields. This way, the issue will be resolved faster, as our support team will have most of the information, they need in order to diagnose correctly the problem. Please, click the Submit button to send the request to our team.

On the next page, you will see a popup asking you which method you want to use to contact us. For cases in which your website is down, we recommend asking for help directly via our Chat and get assistance right away.

However, you can always select to open a ticket in your Help Desk. In that case, click on the Post ticket option. You will be taken to a ticket from where you should choose which of the services exactly you want to report as being down and where you can describe the problem you are experiencing:

On submit you will be asked to go through some automatic checks that will greatly speed up the process of fixing your issue, as they will provide immediately most of the information our support team needs in order to diagnose correctly the problem.

On the first step of the check we will collect some information about the issue:

Next, a server side check of your account will be processed for a few seconds:

Once the server checks are ready, Client side checks using JAVA Runtime Environment will be initiated. You would be asked to accept the checks, install JAVA Runtime Environment or skip this check. At any point of the checking process you can stop it and submit the ticket with the information gathered so far by pressing Go Back.