Asking for help: what should you tell support?

Can't find the answer in this manual? We're happy to help. The more we know straight away, the faster we can help you: that way we don't have to ask which package or which error message you're dealing with first. Below you'll find out where to ask for help and what to send along.

Where do you ask for help?

We usually reply within a few hours (working days).

Have a quick look first

• Check Storingen & onderhoud (outages & maintenance) to see if there's an outage or planned maintenance. If there is, we already know about it and are working on it.
• Is your website, email and DirectAdmin all not working from your internet connection? Then check Am I blocked? first (see Solving login problems).
• Is it about your domain? Check it with Domain health (see My domain isn't working yet after a transfer or change). A screenshot of the result is very useful to us.

Submitting a ticket

1. Log in to My WebOké and go to Support centre and then Submit a ticket.
2. Enter a short, clear description under Subject, such as Error 500 on example.com since plugin update.
3. Under What is it about? (1), choose the type of question: General question, Technical question or Sales question.
4. Under Which product is it about? (2), choose the package or domain. That way we immediately know which server to look at.
5. Under Your message (3), describe what's going on. Use the list below.
6. Add screenshots with Add attachment and click Submit a ticket.

The AI assistant is shown to the right of the form. You can put what you type under Your message to the assistant first. If the two of you can't sort it out together, the assistant can fill in your ticket for you based on what you've told it. Check it over and then submit it.

What should you tell us?

Always

• The package and domain involved.
• Exactly what's going wrong, and what you expected instead.
• The exact error message. Copy the text or take a screenshot of the whole screen, including the address bar.
• Since when it's been going wrong, and whether you changed anything around that time.
• What you've already tried, for example which steps from this manual.

For a problem with your website

• The full address of the page where it's going wrong.
• The time it went wrong, so we can find it in the logs.
• What you were doing at that moment, for example saving, uploading or logging in.

For a problem with email

• The sender's and recipient's email address.
• The date and time of the message.
• The full error message you received (forward that email as an attachment, so we can see all the technical details).
• Which email program or phone you're using, with a screenshot of the incoming and outgoing server settings.

For a problem with connecting or logging in

• Your IP address. You'll find it on the Am I blocked? page.
• What you're connecting with (browser, FTP program, email program) and which server and port.

Please note: Never include passwords in a ticket, and no back-up codes or login codes either. We don't need those.

An example of a good ticket

Subject: Error 500 on example.com since plugin update

Since around 9.15am this morning, example.com has been showing error 500 on all pages. I had just updated the plugins in WordPress. The error log shows: PHP Fatal error in wp-content/plugins/exampleplugin/plugin.php on line 120. I renamed that plugin's folder, but the error remains. A screenshot of the error log is attached.

With a ticket like that, we can get started straight away.

Tip: Want a colleague or your web developer to receive the replies too? Enter their email address under CC (extra recipients).