In this tutorial:

If you need to get support from WebHostingHub this article will guide you through the process of submitting a ticket, and checking on the status of that ticket.

We'll cover the types of support requests, the differences between support requests, checking on the status of a support request, submitting a support request, adding details to a support request, and finally what we see when you submit a support request.

Types of support requests

When submitting a support request, there are three different types of requests:

  • A Verified ticket means you've confirmed you own the account you're submitting a support request for. Verified requests can be done through email (where you provide the verification in the email), or through the Account Management Panel (AMP) as shown below.

  • Non-verified email to This email address is being protected from spambots. You need JavaScript enabled to view it.

    A Non-verified email means you might have to confirm your account with either the last 4 digits of the credit card on file, or the current AMP password for your account.

  • Non-verified question to our Customer Community

    A Non-verified question means that we'll look into and respond to your issue in our public Q&A section of our website. These are typically for questions outside of the general scope of our support team.

Differences between support requests

The main difference between a Verified and Non-verified support request comes down to the information we can relay to you, as well as any account changes that we can make for you.

If you just need to ask us a quick general question a Non-verified support request is fine. But if you actually need us to give you specific information about your account, or need us to make any adjustments for you, this needs to be done over a Verified request.

If you prefer to send your support requests in via email, simply provide either the last 4 digits of the credit card on file, or your account's current AMP password in the body of your email to turn it into a Verified request.

Checking on status of a support request

We answer all tickets in the order that they come in. If you'd like to check on the status of your support request you can use the My Tickets section of PerlDesk, or start a live chat, or give us a call at 877-595-4HUB (4482).

Please note that if you reply to your ticket checking on the status, or by adding additional information, this will move your ticket back to the bottom of the ticket queue.

Submitting a support request

When you need to submit a support request to us, below are the 2 common things you'd need to look at:

Submit a verified ticket
Non-verified support request over email

Submit a verified ticket

  1. Login to the Account Management Panel (AMP)

  2. Get help icon

    After you login to AMP, click in the top right hand corner where you see the icon labeled Get Help.

  3. Help screen options

    You will then see the options for help. Scroll down to the bottom and you'll see the section to send a ticket. Click on the drop down labelled Select a department. You will be able to select either Billing or Support.

  4. Submit a ticket screen

    Next, click on the Subject blank and type in a title for the issue. Then click on Support Request Detail to add the description of your problem. Make sure to add any error messages, the steps to duplicate your problem, and versions/descriptions of the software involved in the issue. For example: "I'm seeing a 403 error message when I view my website URL. I am using WordPress version###. This error occurs after installing XYZ add-on." Click on Submit to send the ticket.

  5. Confirmation of sent ticket

    After you submit the ticket you'll see a confirmations screen saying that the ticket was sent. You will also receive confirmation in the email from the support department.

Submit ticket over email

If you'd like to submit a support request to us just over email, you can follow the steps below to accomplish this:

  1. Send an email to This email address is being protected from spambots. You need JavaScript enabled to view it.
  2. By default a support request coming in over email is Non-verified, if you need specific account information, or need us to adjust something on your account this requires a verified request.

    Simply provide either the last 4 digits of the credit card on file, or your account's current AMP password in the body of your email to turn it into a Verified request.

What you see after submitting a support request

After you submit a ticket, you should receive a confirmation email from our system with your ticket ID.

Now you just need to wait while we review your support request in our ticketing system. You will get an email from us again once one of our support staff replies to your ticket

Adding more details to a support request

If you need to add more details to your support request, you can simply reply to the email you recieve from our ticketing system without altering the subject.

Please note that when adding additional details to your support request, this resets your ticket's position in the ticket queue. So if it's something of a time sensitive nature you should instead check on the status of your ticket.

What we see when you submit a ticket

When you first submit your ticket, it will be assigned to our Tier1 support staff to investigate further.

When a ticket is first submitted, we'll see something such as a new ticket was submitted 19 seconds ago.

Now because I told our support staff to ignore this ticket, it stayed in the Tier1 queue for 21 minutes and there would then be tickets being worked on before and after this one.

Please note that when adding information to a ticket, it resets the ticket's position in our queue. So if it had been showing it was in the queue for 21 minutes and then you updated the ticket, it would go back to being submitted 10 seconds ago.

Need immediate help?

As always we're here 24x7 to help, so if for some reason you aren't able to view the status of your support request please start a live chat session with us or give us a call at 877-595-4HUB (4482).

You can see the responsiveness of the design in this screenshot. The screen is shrunk down, but you still see the banner, the sign-in options, the logo, search, cart, categories and the main advertising banner.

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Comments

n/a Points
2014-03-10 12:11 pm

Hi, i have just signed up with your company and would extremely appreciate if you could restore the following:

"I have a cPanel backup for a website transfer in my public_html folder, please restore it for me"

Thank you very much

Carmen

Staff
9,054 Points
2014-03-10 12:41 pm
Hello Carmen,

Since this is our public forum, you cannot make requests here. Please contact Live Technical support for restoration requests.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-03-11 11:11 am

I've installed a 3rd party app called Freshstorebuilder

Errors occur and I've submited tickets to you and contacted the developer and have no resolution. Your support says it's a coding issue and the developer says it's a security issue on the server---frustrating!

Would you please look at the following link to the developers installation requirements and tell me if my account meets them?

http://www.freshstorebuilder.com/requirements

I'd appreciate someone looking at my tickets again and even calling me so I can explain the errors in further detail. Unfortunately, if it can't be resolved I'll have to cancel myhosting account.

Please help one more time,

 

John V.

 

n/a Points
2014-03-12 12:45 pm

I submitted a ticket yesterday, when will I recieve an answer and will I get it sent to my email address?

 

John V.

Staff
3,661 Points
2014-03-12 8:07 pm
Hello John, sorry for the delay to our response to your comments here.

I see that we have already responded to your ticket stating that we shouldn't be blocking any PHP code that has an eval() statement in it.

Taking a look at line 227 of /library/smarty/sysplugins/smarty_internal_template.php where the error is happening you have this code:

        eval("?>" . $content);
$this->cached->valid = true;
$this->cached->processed = true;


It looks to me the code I've highlighted above ?> is closing your PHP tag on that eval line, so then it stops reading PHP code and possibly causes the problem.

- Jacob
2014-06-01 11:10 am
I am trying to follow you directions to check on the status of my support request by using the My Tickets section of PerlDesk, but I cannot for the life of me find anything called PerlDesk, let alone a My Tickets section!
Staff
1,890 Points
2014-06-02 9:13 am
It sounds like you initially submitted your request through either email or AMP. With either of these methods, your response will simply be emailed to you.
n/a Points
2014-06-06 10:22 am

Hello,

 

My site www.**************.com is not functional because of some errors. You team was trying to help but they could not and they said I need to submit the ticket. 

Please help with the issues ASAP. I get lot of phone calls from my visitors/clients.

 

Thank you,

 

George

Staff
9,054 Points
2014-06-06 11:48 am
Hello George,

Thank you for contacting us. Unfortunately, you only posted a comment on the bottom of the guide on "How to submit a ticket." Since this is a public forum, I have marked out your domain name for security purposes.

You can easily submit your ticket in amp as described above, click here for the instructions.

You can also create a ticket by simply emailing your request to: support@webhostinghub.com

All of the errors mention the jshopping module/plugin. Have you checked that it is setup/installed correctly?

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul

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