Get support

When something does not work, or you are not sure how to do something, open a support ticket in the control panel. A person reads every ticket and replies by email and in the panel. Each ticket gets a reference number, such as ST00042, so the whole conversation stays in one place.

Before you start#

• Sign in to the control panel with your account's email address.
• Check the guides first: press ? anywhere in the panel to search them. Many answers are a minute away.
• Have the details ready: the site, mailbox or server it is about, what you expected, what happened instead, and since when.

Open a ticket#

1. Open Support tickets. In the panel menu, under Account, choose Support tickets, then New ticket.
2. Pick the topic. Choose the closest one, for example Email and webmail or Billing, invoices and GST. The topic decides who looks first.
3. Choose the plan or project it is about, if there is one. This saves a round of questions.
4. Write a short subject and the details. Include any error message exactly as shown, and the address of the page or mailbox.
5. Tick "Something is down" only for an outage. Use it when a site, mailbox, app or server is not working at all. It is available for hosting, email, files and VPS topics.
6. Send to support. You get an email with the reference number straight away.

How fast we reply#

You can also email support@finitehost.com from your account's email address; we log it as a ticket for you.

Follow and close a ticket#

• When we reply, the ticket shows Replied: your turn and you get an email. Reply in the panel.
• If we do not hear back for 7 days, the ticket closes by itself.
• Close it yourself when your question is answered: open the ticket and choose Close ticket.
• Replying within 14 days of closing reopens the ticket. After that, open a new one.
• Rate the help you got on a closed ticket, from 1 to 5 stars. Ratings are private and help us improve; they are never published.

You can have up to 5 open tickets at a time.

Ask for a restore#

Choose the topic Restore from a backup, or press Ask for a restore on the Backups page. Say:

• what to restore: a folder, a database or a mailbox;
• from which day;
• whether to replace the current copy or put it in a separate folder.

See Backups and restore for how long copies are kept.

Ask for a website change#

If you have a website care plan, choose Website change (care plan). The time we spend counts against your plan's hours for the month. Without a care plan, choose Website project and we send a quote first.

Billing questions and refunds#

Choose Billing, invoices and GST for invoices, your GSTIN, renewals and payments. To ask for money back, use Request refund next to the invoice under Invoices & refunds; see Refunds.

What's next#

• Backups and restore
• Website care plans
• Refunds