If you're having an issue with your website or email, we're here to help. To get the quickest support, please follow these steps when reaching out.
Check Our Knowledgebase First
Before lodging a support request, you might find the answer to your question in our Knowledgebase. It contains helpful articles and step-by-step guides on common issues.
Visit the Knowledgebase: https://my.asporeahosting.com/index.php?rp=/knowledgebase
How to Contact Support
Customer Portal (Best Option)
1. Go to https://my.asporeahosting.com.
2. Log in with your email and password.
3. Click on Support > Open Ticket.
4. Choose the right category (Hosting Support, Billing, or Sales).
5. Describe the issue in as much detail as possible, including what you've already tried to fix it.
6. If you can, attach screenshots or error messages.
7. Click Submit, and we'll get back to you as soon as possible.
Email Support
1. Send an email to the email address listed in your welcome letter.
2. Use a clear subject line (e.g., 'Website Not Loading – mywebsite.com’).
3. Explain the issue in detail, including any error messages and what you've done to fix it.
4. Tell us which part of your hosting is affected (website, email, login issues, etc.).
5. If you’ve made recent changes (e.g., updated your website or changed settings), let us know.
6. Attach screenshots or logs if you have them.
Help Us Help You Faster
To make sure we can help you quickly, please include:
- Your Website Address: So we can check your account easily.
- A Clear Description of the Problem: What’s happening, when did it start, and any error messages you see.
- What You’ve Tried Already: This helps us avoid repeating steps you’ve already taken.
- How Urgent It Is: If your website is completely down, let us know so we can prioritise.
- Any Recent Changes: If you’ve updated something just before the issue started, it could help us find the cause.
What NOT to Do
- Don’t just say 'it’s broken' – We need details to fix it fast.
- Don’t send multiple requests in different places – This slows everything down.
- Don’t contact us via social media – Support is only available through our portal or email.
How Quickly Will We Respond?
The more details you provide, the faster we can help.
- We aim to acknowledge your request within 30 minutes.
- Most issues have a resolution provided within one business day.
- If it’s an emergency (e.g., your website is completely offline), we’ll prioritise your ticket.
- Out-of-hours support for non-server related issues, is available at an extra charge. (these may include things like a hacked website, website down or other software related issues).
