Getting help and how fast we respond

Email [email protected]. That is the address, and a person reads it.

How fast we respond

Your site is down. We answer as fast as humanly possible, at any hour. Not next business day. Not during office hours. If your business is offline, so is our evening.

Your site is up but something is broken. One business day. A form that has stopped sending, an email problem, a deploy that will not go through.

You have a question. Two business days. How does staging work, should I be on Premium, what does this setting do.

Getting a faster answer

Tell us, in the first email:

1. The exact address of the site or page. Not "my site", the actual domain.
2. What you expected to happen, and what happened instead. Copy the exact error message if there is one.
3. When it started, and what changed. A plugin update, a DNS change, a deploy. Nine times out of ten the cause is in the answer to this question.
4. Whether it affects everyone or just you. Have you tried a private browsing window, or another device?
5. A screenshot, if there is anything to see.

An email with those five things gets solved on the first reply. An email that says "the site is broken" costs us both a day of going back and forth.

Try the assistant first for quick questions

The AI assistant in your control panel can see your actual account: your plan, your sites, your usage, your DNS state. For questions like "why is my domain not resolving", "am I running out of memory", "which site is using all my storage", it will often answer instantly and correctly, because it is looking at your account rather than a generic article.

What we will help with

Anything to do with the platform: hosting, domains, DNS, email, certificates, backups, performance, deploys, billing. If your site is down for any reason at all, tell us, even if you suspect you caused it. We would rather help.

Please do tell us when something is wrong

We cannot fix what we do not know about.