Support
No ticket-deflection maze. Email us and a person who can actually change something reads it.
How we work
We work through support by email during UK business hours, and we treat a site being down as more urgent than a question about settings. If something is critical, say so in the subject line.
What we cover
Anything to do with the hosting, the server, email delivery, DNS, SSL, backups and migrations. We will also point you in the right direction on a WordPress problem.
What we do not
Building or redesigning your website, or debugging custom code. That is separate paid work — ask and we will quote it honestly.
Try this first
The five things people email about most, and what usually fixes them.
My website is down
First check whether it is down for everyone or just you — a stale local DNS cache is a common culprit. Then email us with the domain and roughly when it started. If you have made a change recently, say what it was; it saves an hour of guessing.
My email has stopped sending
Usually either the password changed or the outgoing port is blocked on the network you are on. Try webmail: if mail sends there, it is your device settings, not the mail server.
I need to point my domain here
Change the nameservers at your current registrar to the ones shown in your control panel, then allow a few hours for it to spread. We are happy to do this for you if you would rather not.
I want to restore a backup
Restore points are in your control panel and you can roll back a file, a database or the whole site. If you are not sure which point you want, ask us before restoring — restores overwrite.
I think my site has been hacked
Tell us immediately and do not delete anything yet. We will take a copy for evidence, restore a clean backup, and then work out how they got in — usually an out-of-date plugin.
Still stuck? Send us the details.