Support tickets are the main way to get in touch with us. Each ticket has a number, keeps the whole conversation in one place and goes straight to the right department. Because the ticket is linked to your account, we can see your services right away and you don't need to send us any passwords.

Before you open a ticket

• Search the Knowledge Base; many issues are solved straight away. As you type the ticket subject, the Client Area suggests related articles by itself ("These articles may help you").
• Check Network Issues (in the Support menu). If there's a known problem or scheduled maintenance, you'll find it there with its status (Investigating, In Progress, Resolved etc.).

New ticket

1. Go to Support → New Ticket. The Support Centre opens, with the departments and other ways to reach us.
2. Click New Ticket on the matching department (e.g. technical support, billing, sales). For an issue with a specific service, the Support Ticket button on the service page is quicker: the service is filled in automatically.
3. Fill in:
   • Department.
   • Priority: Low, Medium or High. Keep High for services that are down.
   • Related Service: the service the ticket is about. For domains, write the domain in the message.
   • Subject: short and specific, e.g. "Station can't be heard since 10:00".
   • Message: what's happening, since when, what you've already tried and exactly what you see (e.g. the error message).
   • Attachments: screenshots or files, up to 10 MB each.
4. Click Submit Ticket. You'll see a confirmation and receive an email with the ticket number.

Attachments: images (JPG, PNG, GIF), PDF and TXT are usually accepted, up to 10 MB each. Other file types, or larger files, are not attached, and no message is shown. If you want to send us something else (e.g. audio), put it in a ZIP or upload it to a storage service and write the link in your message.

For security: never write your Client Area password in a ticket. If we need access to a service, we'll ask you.

Following up and replying

Under Support → My Tickets you can see all your tickets, with status filters and search.

To reply, open the ticket, write in the Reply card (you can add attachments) and click Send Reply. You can also reply directly to the email we sent you. Write in the same ticket for the same issue; a new ticket for the same issue delays the reply.

You can give each of our replies a star rating (1-5) with Rate this reply. It helps us improve.

Closing and reopening

• When the issue is solved, click Close ticket in the right-hand column and confirm.
• Tickets in Answered status may close automatically if you don't reply for a while. We'll let you know by email.
• To reopen a closed ticket, reply to it with Reply & Reopen.
• After closing you may receive a "How did we do?" email with a 1-10 rating. Your opinion matters.

Without an account, or unable to log in

If you don't have an account, or can't log in, use the Contact Us page: enter your name, email, subject and message and click Send Message. The reply comes to your email. The Support Centre also lists phone numbers, opening hours and email.

Other useful Support pages

• Announcements: news, price changes, new services. There's also an RSS feed.
• Network Issues: current problems and scheduled maintenance, what they affect and when a fix is expected.
• Downloads: files and software we provide. Some appear only to customers with the related service.

Common problems