Oh no! One thing’s gone mistaken together with your web site! However don’t panic — our Help Workforce is correct right here that can assist you. We’ve been serving to individuals with website hosting for a few years now, however with a couple of easy steps, you may assist make the method even simpler on you and get all the things again up and working earlier than you even realize it.
Inform us what occurred earlier than, throughout, and after the error
It may be troublesome to recollect precisely the place one thing went mistaken, particularly when it’s a complete shock. However in case you can bear in mind what you had been doing, what you had been attempting to do, and what occurred after the error occurred, we will troubleshoot the issue loads quicker than in case you come to us and say “I don’t know what occurred! It’s all damaged!”
If in case you have a step-by-step checklist of the stuff you did, that’s immensely useful and makes it simpler for us to duplicate it. When you get any error messages or codes, copy and paste them into the ticket, so we will look them up for you.
And in case you suppose it was due to one thing you probably did, don’t be afraid to inform us. We’re not your dad and mom, we’re not your boss, and we’re not the cops. We’re not going to yell at you, and the extra you inform us, the higher.
Screenshots are an excellent assist
If one thing is rendering weirdly in your laptop, otherwise you’re getting an error message that you simply’ve by no means seen earlier than, an excellent screenshot can actually assist us, particularly if it’s one thing we will’t replicate on our finish. It additionally actually helps to incorporate what browser and working system you’re utilizing, so we will check it underneath the identical circumstances.
When you’re utilizing Home windows, you need to use the PrtSc key to take a screenshot of your entire window or open up the Snipping Device so as to get a particular area. On a Mac, use the Shift-Command-3 keys collectively to take a screenshot of your entire window, or open up the Screenshot instrument so as to get a particular area.
Put in a ticket earlier than going to social media
Our help ticket queue is watched 24 hours a day, 7 days every week. We now have somebody readily available across the clock to assist with most issues, and if it’s an even bigger drawback, our consultants can be found from 9 am UK time Monday to Friday to leap in, and so they additionally examine in commonly over the weekend to verify issues are going easily. This contains financial institution holidays as nicely.
Our social media? They’re solely monitored Monday to Friday, 9 am to five:30 pm, barring financial institution holidays or days off. Add in Twitter and Fb’s hiding of direct messages from non-followers, and it’s extremely doubtless that your message isn’t going to be picked up for some time. And in addition to, our advertising workforce is simply going to ask Help about it anyway, so skip the middle-man, and put in a ticket.
If it’s pressing, you solely must put in a single ticket
One thing’s down, you’re panicking, you want somebody to unravel this immediately, you place in a ticket, however possibly one other one will get our consideration? Or possibly 5 extra? We’re these, proper? We’re going to unravel this drawback, proper?
Placing in additional tickets for a similar drawback isn’t going to assist us remedy the issue quicker. We see the issue, it’s being checked out, and clogging up the system with repeat tickets isn’t going to vary something. We all know how irritating it may be to attend for a solution, however, please, be affected person. Our workforce is engaged on the issue as shortly and as successfully as they will.
And you’ll choose what the issue is about within the drop-down earlier than you click on “Open A New Ticket”. It’s a great way for us to prioritise issues, however, please, don’t use “My service is down” in case your web site is up and working!
Take note of these 4 suggestions, and also you’ll get some nice help earlier than it!