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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.
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.
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.
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.
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).
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
After you login to AMP, click in the top right hand corner where you see the icon labeled Get Help.
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.
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.
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.
If you'd like to submit a support request to us just over email, you can follow the steps below to accomplish this:
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.
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
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.
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.
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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