A good ticket says what you tried to do, what happened instead, the exact error, the domain or service, and since when. Then we can help on the first reply.
The checklist
- The right department. Pick the one closest to the topic, for example cPanel Support, Domains Support, Sales Support for payments or WordPress Support. That way it reaches the right team sooner.
- The affected service. Choose the hosting plan or domain under Affected Service, so we see the account right away.
- A clear subject. Say what is wrong in one line:
Email to gmail.com bounces since Mondayhelps more thanProblem. - What you wanted to do, and what happened instead.
- The exact error message. Copy and paste the text, word for word.
- Where it happens: the full web address, the email address, or the cPanel page.
- Since when, and what changed just before: a plugin update, a DNS change, a new device.
- What you've tried already, so we don't ask you to do it again.
A good example
Subject: Contact form on example.com doesn't send email since yesterday
Hello,
since yesterday afternoon the contact form on https://example.com/contact
shows "Message could not be sent" after clicking Send.
Nothing was changed on the site, but WordPress updated two plugins yesterday.
Normal email from [email protected] works in webmail.
I tried another browser and got the same error.
Thanks,
AlexChoose the priority
- High: your website or email is down, or customers can't buy.
- Medium: something doesn't work, but you can still run your business.
- Low: questions, changes and requests that can wait.
Check System Status first: if there's a known outage, we're already on it.
What not to include
- No passwords, of any account. We don't need them to help you.
- No card numbers or other payment details. Billing questions only need the invoice number.
- Not several problems in one ticket. Open a ticket per topic, so each one goes to the right team.
The ticket form has no file upload. Instead of a screenshot, copy the text you see on screen into the message.
After you send it
- Reply in the same ticket instead of opening a new one, so the whole history stays together. See View and reply to your support tickets.
- Tell us when the problem is solved, so we can close the ticket.
Related articles
- Open a support ticket
- View and reply to your support tickets
- Live chat and callback: how to reach us fast
- Find answers in the ElySpace knowledgebase
Still stuck? Open a support ticket and we'll help.
