Short video (23 seconds)
We do our best to solve every request quickly; delays usually come from a ticket in the wrong department, an unclear subject or missing details. These simple rules save you and us a lot of time.
1. Search the Help Center first #
Many questions already have an illustrated guide, and the ticket form suggests related guides as you type. Search the Help Center before you open a ticket.
2. Choose the right department #
| Department | When to choose it |
|---|---|
| Hosting Support | Website, email, cPanel and the domain linked to your hosting. |
| Customer Service – Complaints & Feedback | A complaint or suggestion, reviewed by management. |
| Billing & Payments | Invoices, bank transfer payment proof and billing questions. |
| Emergencies / Outages | Only when your website or email is completely down. |
| Servers & Cloud | Dedicated, cloud and VPS servers. |
| Custom Development & Apps | Custom development projects and mobile apps. |
| Website & Store Design (WordPress) | Website and store design requests and changes. |
| Sales & Inquiries | Questions before buying, offers and plans. |
| Abuse Reports | Spam and violating content reports. |
3. Write a clear subject #
Subjects like “urgent”, “problem” or “question” tell the team nothing. Name the service or domain, the problem and when it started, for example: “500 error on yourdomain.com since this morning”.
4. One ticket per problem #
- Do not open several tickets for the same problem; duplicates slow things down. To add information, reply in the same ticket.
- For a new problem open a new ticket, rather than reopening an old solved one about something else.
5. Explain in detail and attach the error #
- Name the service or website affected if you have more than one.
- Copy the error message as it appears and attach a screenshot. Allowed files: jpg, png, gif, pdf, docx, zip, txt and eml.
- Mention what you did before it started, such as updating a plugin or changing a setting.
- Never put passwords in the message. Use the sensitive data field on the ticket form.
6. Use the client area, not email #
Always open tickets from the client area; it links the ticket to your account and service directly. Email is fine only for replying to an existing ticket, or if you cannot log in.
What each department needs #
- Hosting Support: the domain, the affected page link, the error text and what changed before.
- Email (Hosting Support): the address, the app you use (phone, Outlook, webmail) and the error message.
- Billing & Payments: always the invoice number, and for a bank transfer: bank, amount, sender name, date and receipt image.
- Servers & Cloud: the server name or IP, what changed and roughly when.
- Design & Development: your business type, required pages or features, example links and your preferred timeline.
How to capture a useful screenshot #
Capture the whole screen with the address bar so the page link shows, rather than cropping to the error alone. On a phone use the normal screenshot; on a computer press PrtSc or use the snipping tool. If the error is long text, also copy and paste it into the message, because text is quicker to search than an image.
Examples of clear tickets #
- Email: “[email protected] stopped receiving mail since yesterday”, with the app you use (phone, Outlook, webmail) and a screenshot of any error.
- Website: “yourdomain.com is very slow on the shop page only”, with the page link, when you noticed it, and whether you changed anything before.
- Billing: “Bank transfer confirmation for invoice #6501”, with the bank, amount, sender name, transfer date and a receipt image.
Requesting a new website or project #
Write everything you want in detail: your business type, required pages, colours and links to similar websites. The team studies your request and asks about anything unclear before starting, and the ticket becomes the reference for both of us at delivery, so no detail is forgotten and nothing agreed is disputed. If you ask for changes later, we go back to the same ticket to see what was done.
7. Give the team time to reply #
We reply to every ticket within 24 hours at most, and many get an answer sooner. If that time passes without a reply, add a reply in the same ticket instead of opening a new one; it brings it back to the top without scattering the team.
8. Read your ticket once before submitting #
Take a minute to read what you wrote: is the department right? Does the subject name the service and the problem? Did you attach the screenshot? Did you remove any password from the message? That minute saves hours of back-and-forth.
Check these points before submitting #
After you submit, we reply within 24 hours at most, and replies are emailed to you too. For the steps with pictures, see open a new support ticket.
FAQ #
Should I open a ticket for a simple question? #
Search the Help Center first; you will usually find the answer at once. If not, open a ticket without hesitation.
I have two different problems. One ticket or two? #
Two: each problem in its own ticket and department, so each team follows its own.
Does choosing “High” priority always help? #
Choose priority by the real impact; it helps the team order requests fairly, and complete outages have the emergency department.
Should I write in Arabic or English? #
Write in whichever suits you; we accept tickets in Arabic and English.
The problem affects several services. What now? #
If the cause is the same, like email and website on the same hosting, one ticket in “Hosting Support” listing all services is enough.
My site is completely down. Which department? #
“Emergencies / Outages”. Use it only for a complete website or email outage; for anything else use “Hosting Support”.
I chose the wrong department. Should I open a new ticket? #
No. Reply in the same ticket and we will move it to the right department.
I have not had a reply yet. What should I do? #
If 24 hours have passed, add a reply in the same ticket rather than opening a new one.
