Our support ticket system is open 24 hours a day, 7 days a week, and it’s the quickest way to reach us.
First, log in to your client area – see how do I log in to my PAC client area.
Open a ticket
- Select Open Ticket in the menu along the top. You can also use Support > New Support Ticket.
- Enter a clear Subject, for example “Emails to Gmail going to spam” rather than “Help”.
- Choose the Department – see the table below.
- Choose the Related Service your question is about, if there is one.
- Choose a Priority.
- Describe the problem in the Message box.
- Add any Attachments, such as screenshots. Select Add More to attach more than one.
- Tick the box to confirm you’re human, then select Submit.
Which department to choose
| Department | Choose it for |
|---|---|
| Technical Support | Anything technical: websites, email (including Microsoft 365), domains and DNS, your control panel, or if you’re not sure which to choose |
| Billing | Invoices, payments, renewals and cancellations |
| Sales | Questions before you buy, or help choosing the right product |
| Abuse | Reporting spam, phishing, malware or other abuse involving a service we host |
| Complaints | If you’re unhappy with our service – see how do I make a complaint |
Technical Support and Billing are only available when you’re logged in, so we can link your ticket to your account. If you open a support link without being logged in, you’ll be asked to log in first. Not a customer yet, or can’t log in? You can still contact Sales, Abuse or Complaints without logging in – or call us on 0333 123 8000 during office hours.
Don’t worry about choosing the wrong department – we’ll move your ticket to the right team. If your issue needs a more senior engineer, Technical Support will pass it on for you, so there’s no need to open another ticket.
What to include
| Include | Example |
|---|---|
| Which website, domain or email address | yourdomain.co.uk, or [email protected] |
| What you were trying to do | “Send an email from Outlook on my laptop” |
| What happened instead | The exact error message, or a screenshot of it |
| When it started | “Since this morning”, or “after I updated a plugin” |
| What you’ve already tried | “Restarted Outlook, checked the password in webmail” |
Only ever send passwords or login details through a support ticket, never by email. Messages in tickets can only be read in your client area – email notifications don’t include the content.
Tips for a quick answer
- One issue per ticket. If you have two separate questions, open two tickets. It keeps things clear and avoids mistakes.
- Following up? Reply to your existing ticket rather than opening a new one, so we have the full history. You can reply to a closed ticket too, and it will reopen.
- Check the knowledge base – the answer may already be here. Use Support > Search Knowledgebase, or the search box at the top of any help page.
To see your tickets and our replies, see how do I view my support ticket history. You can also check Support > Service Status to see if there’s a known issue.
Emergency outside office hours? See how do I get emergency help outside office hours.
