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, you will see a section labeled Manage my account.

  3. Hub Submit Support ticket icon

    Look through the icons until you see the icon labeled Submit Support Ticket. Click on this icon.

  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 receive 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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n/a Points
2014-03-10 7:11 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


12,339 Points
2014-03-10 7:41 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,

n/a Points
2014-03-11 6:11 pm

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?

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 7:45 pm

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


John V.

3,713 Points
2014-03-13 3:07 am
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 6:10 pm
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!
2,342 Points
2014-06-02 4:13 pm
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 5:22 pm



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,



12,339 Points
2014-06-06 6:48 pm
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:

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,

n/a Points
2014-08-08 5:55 am
There is no button where you claim to submit a ticket via AMP and your staff can not read to find the password, so apparently there is no way to get help from WHH!
12,339 Points
2014-12-08 8:02 pm
Hello Jed,

Sorry to hear about the trouble you are having. If you are unable to submit a ticket via AMP, you can always send an email to:

This will also create a ticket with Tech Support.

Keep in mind Live Support is also available via Chat (there's a link on the top right of this page), and Telephone (our number is listed below).

Thank you,
n/a Points
2014-11-04 4:28 pm

We have several email accounts. I accidentally deleted the wrong email box. Is the data still saved to your server or is it permanently gone?

2,342 Points
2014-11-04 6:11 pm
Typically, yes the information would be fully deleted, however, if you have previously made a full cPanel backup, or have purchased backups, you may submit a verified support ticket to see if content from this email address is available in the backups.
n/a Points
2014-12-01 6:59 pm

I was trying to log in to my Web Premium Builder to edit our website, instead this messages appeared "You plesk site builder license has expired. contact your server administraor". So, here i am :) How do i access our website editing now?

Thank you and Happy Holidays

(Firefox, windows 8)

12,339 Points
2014-12-01 8:19 pm
Hello Anastasia,

Sorry to hear about the trouble you are having. This problem can easily be corrected by Live Tech Support. Unfortunately, I cannot fix it from here in our public forums.

The guide above explains how to submit a ticket to them, but they are also available 24/7 via phone and chat.

Thank you,
n/a Points
2014-12-31 11:48 am

Hi , first up non tech savy so please bear with me.

I have downloaded wordpress and notification download successfull through web hosting softaculous.

When page comes up in hub screen doent direct me to log in to wordpress to add /wp-admin .

I have had someone do a web site for me but not very well so I only wish to do one myself but cant find word press to log into . My web hosting site shows original web site that was done and cant delete that till jan 12 but i cant even bring up my dashboard to start a fresh.

Sorry to be a pain to anyone will to take this on.

Enjoy you new years and stay safe

kind regards


17,314 Points
2014-12-31 6:26 pm
Hello Rob,

Sorry to hear you're having problems with to the login. Unfortunately, you haven't given us much information about your account (and if you're a Web Hosting Hub customer), so it's difficult for us to be specific. I will try to give you some general information that I hope will help you login to WordPress.

To start, we do have a bunch of WordPress tutorials that help you get started. You don't have to necessarily stay in the same installation of WordPress that's already been created. Typically, the WordPress login uses a URL based on the domain name that was used to install it. So, if it was, then the admin URL would be If you want a quick way to install WordPress yourself (through Web Hosting Hub), then use the Softaculous application.

I hope this helps to clarify the issue for you. If you can provide your domain name, we can always look at the account and see where WordPress was installed. Please let us know if you have any further questions or comments.

Arnel C.
n/a Points
2015-01-31 4:49 am

Website on internet down.  wont let me log in through internet.  I can log in through C panel and all is there, but not sure how to get website back online.  please help !!!!!!!

17,314 Points
2015-01-31 5:43 am
Hello Tammi,

Sorry you're having problems with your WordPress site. I took a look at it, and it appears that you altered the login with a plugin called Login Radius. You will need to work through their login procedures to get in. Here's their support page for logging in: How do I get a LoginRadius API key and secret? I hope this helps to answer your question, please let us know if you require any further assistance.

Arnel C.
n/a Points
2015-06-27 10:26 pm


When people sign  up on your website, do they require phone  verification or pin submit?

16,266 Points
2015-06-29 7:27 pm
Hello goodness,

When someone originally signs up for an account we require some sort of verification process. This is normally via phone.

Kindest Regards,
Scott M
n/a Points
2015-08-18 9:52 pm

I am building a new website and it is under construction mode.  My question is 'how do I build an affiliate program wihout a complete website to attract vendors?'   What can be classified as a minimum that would attract a vendor?  I know this is probably a strange question, but I don't know an answer.

1,198 Points
2015-08-19 5:01 pm
Hello Richie,

I would recommend not trying to bring traffic to your website if it is still under construction. If you plan on using a CMS to handle your website there are many affiliate plugins that are designed to be powerful and simple to implement on your website. If you are not using a CMS then you may want to look into a developer to help you program this as this will require intense coding skills.

Best Regards,
TJ Edens
n/a Points
2017-03-22 7:45 am
How do I check on the status of a support ticket. No answer in this page.
116 Points
2017-09-25 7:25 pm

If you wanted to check on the status of your ticket you would need to call or chat with support and provide them your account information and the ticket number and they should be able to tell you what the status of the ticket is.

Best Regards,
Kyle M
n/a Points
2019-01-23 10:04 pm

Hello. I just upgraded to the latest Wordpress version (23 Jan 19), but only because of the ever present the prompt. I then started using the new version for a while --- and messed things up on some of my pages, though I've work it out. But now I regret having clicked on the update button.

Could I revert to my previous version, which I had been happily, satisfactorily and successfully using all these years? I'm very busy with my web-related business, and can't be bothered getting used to the kinks of the new version.

17,314 Points
2019-01-24 12:16 am
Hello Ben,

You should be able to revert to you previous version if you have a backup. We do not provide a backup unless you have purchased the service as part of your subscription. If you do not know, you will need to contact the live technical support team (contact info is at the bottom of the page). You can also simply get the older version of WordPress (from, but you'd have to re-create your site based on that version if you have no backup. Using older versions of software is not recommended as you leave yourself open to possible security vulnerabilities that the updates often address. Additionally, all of the software associated with a website will eventually change due to updates in various applications/systems. You will be affected by the change sooner or later, so it is recommended that you keep your site updated to the current versions.

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