Contact support: tickets and replies
Use docs or the available AI help button for operation questions. For billing, human assistance and replies you can track, open a support ticket. The public contact page also works without sign-in.
Open a ticket
Sign in → Support → New ticket.
- Choose Category: Technical, Billing or Other.
- Fill in Subject and Message with the help you need.
- Select Submit. Look for Ticket created and confirm the ticket appears in the list.
Provide the time and time zone, visible host domain or mate name, page and action, exact error, steps tried, and requested help. A visible domain is enough; you do not need a Server ID absent from your screen. For billing, add the payment date and amount. Keep passwords, keys, sign-in links and card security codes private; mask unrelated personal information in screenshots.
Read, reply and close
Select View in the ticket list to read its messages. New Reply and the unread badge point to unread support replies. They update after reading the detail. A failed load does not confirm that there are no unread messages.
| Status | Next step |
|---|---|
| Open | Wait for support; add relevant information in the same ticket |
| Pending | Follow support’s request or wait for processing |
| Closed | Keep the record; create a new ticket and refer to the old one if needed |
Type in Reply and select Reply. Check that your message appears. If it does not, reload to check before resending.
When resolved, select Resolve and close, read the notice and confirm. A closed ticket cannot be reopened or receive further replies.
AI help or Report an Issue
| Entry | Purpose | Tracking |
|---|---|---|
| AI Help button in your account | Account and dashboard operation questions | Appears according to service settings; use a ticket if unavailable |
| Account Support tickets | Human help, billing and follow-up | Read and reply in the same ticket |
| Dashboard Report an Issue | Report a fault with diagnostic details | A reply is not promised; use a support ticket for follow-up |
If AI help suggests a ticket, review the reply and select New ticket. When it says “Ticket created”, check the Support list. If the AI button is absent, use the normal ticket form.
Report an Issue adds diagnostic summaries such as page, version, mate status and browser. It does not actively attach conversations, files or keys. Your written description is still sent: mask sensitive information yourself rather than relying on automatic removal.
Cannot sign in?
Use the public contact page with your subscription email, issue and time. See sign-in link problems and data and privacy for access problems and consent during host support.
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Need a hand? Contact support · Cannot sign in? Email us