The fastest support tickets are the ones we can solve on the first reply. This guide shows you how to open a support ticket, which department to choose, and exactly what details to include so we don't have to come back to you with questions.
How to open a support ticket
- Log in to the client area (type the address or use a bookmark).
- Go to Support > Open Ticket. You can also go straight to https://instantaccess.net/accounts/submitticket.php.
- Choose the department (see below).
- Pick the service the problem is about, if you're asked, and write a short, specific subject such as Email to gmail.com bouncing from info@example.com rather than Help.
- Describe the problem using the checklist below, attach any screenshots, and submit.
You'll get an email confirming the ticket. Our replies are also shown under Support > Tickets in the client area, where you can reply and add attachments.
Which department to choose
| Department | Use it for |
|---|---|
| General Support | Technical questions and problems: email setup, cPanel, WordPress, DNS, SSL, backups and restores. |
| Sales Inquiries | Questions before you buy, new services, and plan changes that aren't offered in the client area. |
| Billing | Invoices, payments, refunds, renewals and getting a service back online after payment. |
| Emergency Support | Your website or email is down. Please keep this department for real outages so they get the fastest attention. |
If you're not sure, choose General Support. We'll move the ticket if needed.
What to include in your ticket
Include as many of these as apply. Each one saves a round of back-and-forth.
- The domain the problem affects, for example
example.com. - The email address affected, for email problems, plus the address you were sending to or receiving from.
- The exact error message. Copy and paste it word for word rather than describing it. For a bounced email, paste the whole bounce message.
- A screenshot of the error or the page. On Windows, press Windows key + Shift + S. On a Mac, press Command + Shift + 4. On a phone, use the normal screenshot buttons.
- When it happened, with the date, time and your time zone, and whether it's still happening. This lets us find the right lines in the server logs.
- Your IP address, if you suddenly can't reach your website, cPanel, email or FTP. Repeated failed logins can make our firewall block your connection for a while. Find your IP at whatismyipaddress.com and paste the IPv4 address into the ticket.
- What you've already tried, such as restarting the email app, clearing the browser cache, checking the password or testing on another device.
- What changed recently: a plugin update, a new phone, a DNS change, a new password.
Example of a ticket we can solve on the first reply
Subject: Outlook can't send from info@example.com Since about 9:15am Eastern today, Outlook on my Windows PC can't send email from info@example.com. Receiving works. The error is: "The server responded: 535 Incorrect authentication data". I changed this mailbox's password in cPanel yesterday. I've restarted Outlook and can send fine from webmail. My IP address is 203.0.113.45. Screenshot attached.
Please don't send passwords in tickets
Don't put passwords in a support ticket unless we specifically ask for one. For almost everything, we can work on your account without your password. If we do need one, we'll tell you, and you should change it once we're finished.
If you're working with us on a website project (design, programming or site changes), share logins through My Website Logins in Project Studio instead of a ticket. See Who Can I Hire to Help with My Website, Design or Programming?.
Tips for faster answers
- One problem per ticket. Separate issues can go to different people and get solved in parallel.
- Reply in the same ticket rather than opening a new one about the same problem. The history stays together.
- Open tickets from the client area, not by replying to old emails, so the ticket is linked to your account.
- Let us know when it's fixed. A quick "all working now" lets us close the ticket.
Common questions
I can't reach your website or the client area to open a ticket
If everything suddenly stopped loading, your IP address may be blocked by the firewall. Try from your phone with Wi-Fi turned off so it uses mobile data. That uses a different IP address, so you can open a ticket and include your home or office IP.
Is this a hosting problem or a website problem?
Hosting support covers the server, email, DNS and your hosting tools. Changes to your website's design, content or code are project work: see Who Can I Hire to Help with My Website, Design or Programming?. If your site is down and you're not sure why, start with Is Your Website Down? A Quick Troubleshooting Checklist.
Someone contacted me claiming to be ythe Instant Access Internet Services support team
Don't reply or click any link. Log in to the client area yourself and check your tickets. See Never Click Links in Emails About Your Account: Log In Directly Instead.
Related guides
- Is Your Website Down? A Quick Troubleshooting Checklist
- How to Read a Bounce Message (Common Email Errors Explained)
- How to Let Support Access Your Computer Safely with Quick Assist
- Who Can I Hire to Help with My Website, Design or Programming?
- Never Click Links in Emails About Your Account: Log In Directly Instead
Still stuck? Open a support ticket and the Instant Access Internet Services team will help.
