Getting help
There is no support email address and no phone number, on purpose. Everything goes through tickets instead, because a mailbox is a poor way to get help:
- You cannot tell whether anyone has read your message.
- The thread breaks the moment someone replies from a different address.
- There is no record of what was promised.
A ticket has a reference you can quote, a status you can watch, and a conversation that stays whole.
Raising one
- Go to the support page and find Raise a ticket. (In your
studio, Help & support, under your name at the top right, takes you to the help site.)
- Fill in your Email, a Subject and What is happening?. Your name,
what it is about and a licence key are optional.
- Press Raise ticket.
Two things save a round trip:
- The address of your site, especially if something looks wrong on it.
- What you were doing when it went wrong. "It broke" and "it broke when I pressed publish on a gallery with 200 photographs" are very different messages.
Your licence key helps if you have one, but you do not need it to write in. Questions from people who have not bought anything are welcome.
What happens next
You get a reference straight away — something like MS-XP2S-BF8Z — and an email with a link to your ticket.
Keep that email. The link is how you reach your ticket, and it is the only place it is sent. It works without signing in, which is deliberate: plenty of people need help before they have an account.
You will get an email whenever we reply. You can also open the link at any time to see where things are up to.
What the statuses mean
| Status | What it means |
|---|---|
| Open | It is with us. You do not need to do anything. |
| Waiting on you | We have replied and are waiting to hear back. |
| Resolved | We think it is sorted. Reply and it reopens — no need to start again. |
| Closed | Finished. Raise a new ticket and quote the old reference if it comes back. |
A resolved ticket is not a closed door. If our answer did not work, replying reopens it and puts it back in front of us.
If you have an account
Signed-in customers can see every ticket raised under their email address from their account, without needing the link.
Migration customers
If you have booked a migration, a ticket is opened for you automatically the moment your payment goes through, with the details we need to get started. You do not have to write in — just reply to it.
A migration does not include a licence. It is the work of moving your existing site across; the finished site still needs somewhere to run, which is either a site licence bought once or a hosting plan with us. Ask in your ticket if you are not sure which suits you.
Four weeks from receiving your content, usually less.
How long we take
We answer as quickly as we can, and usually within a business day. Tickets where you have replied and we have not are always dealt with first.
If something is genuinely urgent — a live site down, a client presentation in an hour — say so in the subject. We would rather know.