Oh no! One thing’s gone mistaken along with your web site! However don’t panic — our Assist Group is true right here that can assist you. We’ve been serving to individuals with website hosting for a few years now, however with a number of easy steps, you’ll be able to assist make the method even simpler on you and get every little thing again up and operating earlier than you even understand 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 if you happen to can bear in mind what you have been doing, what you have been making an attempt to do, and what occurred after the error occurred, we are able to troubleshoot the issue quite a bit quicker than if you happen to come to us and say “I don’t know what occurred! It’s all damaged!”
If in case you have a step-by-step record of the belongings you did, that’s immensely useful and makes it simpler for us to duplicate it. In case you get any error messages or codes, copy and paste them into the ticket, so we are able to look them up for you.
And if you happen to assume it was due to one thing you probably did, don’t be afraid to inform us. We’re not your mother and father, 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 awesome assist
If one thing is rendering weirdly in your laptop, otherwise you’re getting an error message that you just’ve by no means seen earlier than, a very good screenshot can actually assist us, particularly if it’s one thing we are able to’t replicate on our finish. It additionally actually helps to incorporate what browser and working system you’re utilizing, so we are able to take a look at it underneath the identical circumstances.
In case you’re utilizing Home windows, you should use the PrtSc key to take a screenshot of the whole window or open up the Snipping Device as a way to get a particular area. On a Mac, use the Shift-Command-3 keys collectively to take a screenshot of the whole window, or open up the Screenshot software as a way 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 per week. We’ve got somebody readily available across the clock to assist with most issues, and if it’s a much bigger drawback, our consultants can be found from 9 am UK time Monday to Friday to leap in, they usually additionally test in frequently over the weekend to verify issues are going easily. This contains financial institution holidays as effectively.
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 possible that your message isn’t going to be picked up for some time. And moreover, our advertising and marketing group is simply going to ask Assist about it anyway, so skip the middle-man, and put in a ticket.
If it’s pressing, you solely have to put in a single ticket
One thing’s down, you’re panicking, you want somebody to resolve this instantly, you set in a ticket, however possibly one other one will get our consideration? Or possibly 5 extra? We’re taking a look at these, proper? We’re going to resolve this drawback, proper?
Placing in additional tickets for a similar drawback isn’t going to assist us clear up 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 group is engaged on the issue as rapidly and as successfully as they’ll.
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 operating!
Take note of these 4 suggestions, and also you’ll get some nice help earlier than you realize it!