Support
FAQ
How fast will you respond?
We try to get back as soon as possible. Include the site, domain, what you expected, what happened, and any screenshots or exact error text.
In-depth answer+
A strong support request should let someone reproduce the issue without asking for the same context again. The most useful requests include environment, site, page, action, expected result, actual result, and screenshots.
Technical checks
- Include the exact page URL and whether the issue occurs in dashboard, editor, preview, published site, billing, domain setup, or onboarding.
- Describe the action in sequence: clicked button, selected value, uploaded file, saved page, published draft, or changed DNS record.
- Attach up to two screenshots when the problem is visual or provider settings matter. The form accepts PNG, JPG, and WebP images up to 5 MB each.
- If the issue is intermittent, include the time, browser, device, and whether refreshing or signing out changes the result.
Escalation details to include
- Use the support form for normal issues so the request is logged with context.
- Use text for urgent follow-up, especially launch blockers or domain cutover problems.
- Avoid sending secrets. Redact tokens, passwords, private keys, and full payment information from screenshots.
Reference notes
- Support issue: logged request with topic, details, and optional attachment metadata.
- Email notification: support receives the request and validated screenshots as attachments.
- Image protection: attachments are count-limited, type-limited, size-limited, and checked by file signature.
- Triage priority: launch blockers, domain outages, access loss, and billing blockers should include clear urgency.
When should I send a support request instead of calling?
Use the support request for most issues because it records the details and routes the issue cleanly. Texting is best for urgent human follow-up.
In-depth answer+
A strong support request should let someone reproduce the issue without asking for the same context again. The most useful requests include environment, site, page, action, expected result, actual result, and screenshots.
Technical checks
- Include the exact page URL and whether the issue occurs in dashboard, editor, preview, published site, billing, domain setup, or onboarding.
- Describe the action in sequence: clicked button, selected value, uploaded file, saved page, published draft, or changed DNS record.
- Attach up to two screenshots when the problem is visual or provider settings matter. The form accepts PNG, JPG, and WebP images up to 5 MB each.
- If the issue is intermittent, include the time, browser, device, and whether refreshing or signing out changes the result.
Escalation details to include
- Use the support form for normal issues so the request is logged with context.
- Use text for urgent follow-up, especially launch blockers or domain cutover problems.
- Avoid sending secrets. Redact tokens, passwords, private keys, and full payment information from screenshots.
Reference notes
- Support issue: logged request with topic, details, and optional attachment metadata.
- Email notification: support receives the request and validated screenshots as attachments.
- Image protection: attachments are count-limited, type-limited, size-limited, and checked by file signature.
- Triage priority: launch blockers, domain outages, access loss, and billing blockers should include clear urgency.
Contact us
Include the domain, current site or dashboard URL, what changed, what you expected, and a screenshot when the issue is visual.
Need urgent help?
We will get back to you as soon as possible.