SmartyHost

Log a Support Ticket through the SmartyHost website?

Overview
Go to the Contact Support page on our website: Step (Option) 2 is the online Support Ticketing System.

Before being able to use this you will need to first register (if you have not used the website Ticketing System previously).

NB: You MUST use the ticketing system available within your hosting control panel (if you have a hosting account with us and are able to access your hosting control panel).

Instructions

1. If you have not used this ticketing system prevously, click on the Not Registered link:



2. On the next page choose a Username and Password, enter your Contact Details and click Register.
(If you have a hosting account or have registered previously you may receive an advisory that the domain name already has an account), simply abbreviate it: instead of 'yourdomain.com.au', just enter 'yourdomaincom.au' or similar)



Once you have submitted the registration, an email will then be sent to the Contact Email Address you entered with the login details (as per the username and password you submitted): keep this on file for future reference.



3. Click on the Go To Login Page link and login with the Username and Password you created and you will see:



4. To create / log a new Support Ticket, click on the LOG A TICKET button



Select the category most approriate to your issue (if unsure select the 'others' category), the priority of the issue, your contact phone number and contact email address.

NB: The phone number must be entered in the standard international format.

In the 'Area Code & Phone Number', if entering a mobile number or if entering a land line number, you mst drop the first zero: For example, instead of 0444111222, you must enter 444111222 or instead of entering 0399991111, you must enter 399991111

Below this enter the Subject (ie. what the ticket is specifically about), any Error Messages which may be relevant and type what you need to tell us into Your Messages. Please ensure that you enter the details clearly and concisely and include all revelevant details.
For example, if you have trouble with your email, DO NOT simply say "my email isn't working" and submit the ticket: please detail the affected email address, it's password and how you are trying to check the address (ie. whether you are using webmail or email software such as Outlook or something similar).

5. Once you have submitted a ticket, it will then be shown in the lower part of the page under Your Submitted Tickets.

Once the ticket has been opened for investigation, you will receive an email advising of this and then once the ticket has been responded to you will receive another email advising of this. You can then log back into the ticket system via the Login link on the support page and click on the Subject link of the ticket to read our response (and reply if necessary) and then close the ticket.



NB: Before submitting a support ticket, please ensure that you consult our Support FAQ thoroughly regarding whatever query or request you may have. You will find it an excellent resource (the search function in particular is very good).