How to Submit a Ticket and Check on the Status
In this tutorial:
If you need to get support from WebHostingHub you can submit a verified ticket request right from your Account Management Panel (AMP). The new ticket portal in AMP also makes it easy to search for and access any tickets that have you have already submitted. This article will guide you through the process of submitting a ticket, adding more details or attachments to a request, and checking on the status of a ticket.
Submit a verified ticket
In the Manage My Account section, click the Get Help button.
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Click the dropdown menu and select a Department. Options are Billing and Technical Support.
Enter a title for the ticket in the Subject field.
- Enter information about your issue in the Support Request Detail field. Make sure to add any error messages, the steps to duplicate your problem, and versions/descriptions of the software involved in the issue. For example: "I'm seeing a 403 error message when I view my website URL. I am using WordPress version###. This error occurs after installing XYZ add-on."
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Click on Submit to send the ticket. After you submit the ticket you'll see a confirmations screen saying that the ticket was sent. You will also receive confirmation in the email from the support department.
Adding more details to a support request
You can access all your support tickets in AMP, then add more details if needed.
- Login to AMP
- Click the Get Help button under Manage My Account.
Scroll down and click the Manage My Tickets button and you will see all of your tickets.
- Click the ticket that you want to add more information to.
- Click the Add to the conversation box.
- The box will drop down and you can enter any necessary information. You can also attach or drop files into the page to upload them.
- Click the Submit button.
Checking on status of a support request
We answer all tickets in the order that they come in and you can view the status of the tickets directly in AMP.
- Login to the Account Management Panel (AMP)
- Click the Get Help button.
Scroll down and click the Manage My Tickets button and you will see your ticket requests listed. You can also search or view by status. While the ticket is in the queue and/or being worked on, the status will still be open. If they are awaiting more information from you, it will be set to “Awaiting your reply“. After your ticket has been resolved, you will receive an email and the ticket will be listed as Solved.
Need immediate help?
As always we're here 24x7 to help, so if for some reason you aren't able to view the status of your support request please start a live chat session with us or give us a call at 757-416-6627.
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Comments
n/a Points
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2014-03-10 7:11 pm
Hi, i have just signed up with your company and would extremely appreciate if you could restore the following: "I have a cPanel backup for a website transfer in my public_html folder, please restore it for me" Thank you very much Carmen |
Staff 12,339 Points
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2014-03-10 7:41 pm
Hello Carmen,
Since this is our public forum, you cannot make requests here. Please contact Live Technical support for restoration requests. If you have any further questions, feel free to post them below. Thank you, -John-Paul |
n/a Points
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2014-03-11 6:11 pm
I've installed a 3rd party app called Freshstorebuilder Errors occur and I've submited tickets to you and contacted the developer and have no resolution. Your support says it's a coding issue and the developer says it's a security issue on the server---frustrating! Would you please look at the following link to the developers installation requirements and tell me if my account meets them? http://www.freshstorebuilder.com/requirements I'd appreciate someone looking at my tickets again and even calling me so I can explain the errors in further detail. Unfortunately, if it can't be resolved I'll have to cancel myhosting account. Please help one more time,
John V.
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n/a Points
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2014-03-12 7:45 pm
I submitted a ticket yesterday, when will I recieve an answer and will I get it sent to my email address?
John V. |
Staff 3,713 Points
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2014-03-13 3:07 am
Hello John, sorry for the delay to our response to your comments here.
I see that we have already responded to your ticket stating that we shouldn't be blocking any PHP code that has an eval() statement in it. Taking a look at line 227 of /library/smarty/sysplugins/smarty_internal_template.php where the error is happening you have this code: eval("?>" . $content);It looks to me the code I've highlighted above ?> is closing your PHP tag on that eval line, so then it stops reading PHP code and possibly causes the problem. - Jacob |
8 Points
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2014-06-01 6:10 pm
I am trying to follow you directions to check on the status of my support request by using the My Tickets section of PerlDesk, but I cannot for the life of me find anything called PerlDesk, let alone a My Tickets section!
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Staff 2,342 Points
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2014-06-02 4:13 pm
It sounds like you initially submitted your request through either email or AMP. With either of these methods, your response will simply be emailed to you.
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n/a Points
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2014-06-06 5:22 pm
Hello,
My site www.**************.com is not functional because of some errors. You team was trying to help but they could not and they said I need to submit the ticket. Please help with the issues ASAP. I get lot of phone calls from my visitors/clients.
Thank you,
George |
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Staff 12,339 Points
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2014-06-06 6:48 pm
Hello George,
Thank you for contacting us. Unfortunately, you only posted a comment on the bottom of the guide on "How to submit a ticket." Since this is a public forum, I have marked out your domain name for security purposes. You can easily submit your ticket in amp as described above, click here for the instructions. You can also create a ticket by simply emailing your request to: support@webhostinghub.com All of the errors mention the jshopping module/plugin. Have you checked that it is setup/installed correctly? If you have any further questions, feel free to post them below. Thank you, -John-Paul |
n/a Points
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2014-08-08 5:55 am
There is no button where you claim to submit a ticket via AMP and your staff can not read to find the password, so apparently there is no way to get help from WHH!
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Staff 12,339 Points
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2014-12-08 8:02 pm
Hello Jed,
Sorry to hear about the trouble you are having. If you are unable to submit a ticket via AMP, you can always send an email to: support@webhostinghub.com This will also create a ticket with Tech Support. Keep in mind Live Support is also available via Chat (there's a link on the top right of this page), and Telephone (our number is listed below). Thank you, John-Paul |
n/a Points
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2014-11-04 4:28 pm
We have several email accounts. I accidentally deleted the wrong email box. Is the data still saved to your server or is it permanently gone? |
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Staff 2,342 Points
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2014-11-04 6:11 pm
Typically, yes the information would be fully deleted, however, if you have previously made a full cPanel backup, or have purchased backups, you may submit a verified support ticket to see if content from this email address is available in the backups.
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n/a Points
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2014-12-01 6:59 pm
I was trying to log in to my Web Premium Builder to edit our website, instead this messages appeared "You plesk site builder license has expired. contact your server administraor". So, here i am :) How do i access our website editing now? Thank you and Happy Holidays (Firefox, windows 8) |
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Staff 12,339 Points
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2014-12-01 8:19 pm
Hello Anastasia,
Sorry to hear about the trouble you are having. This problem can easily be corrected by Live Tech Support. Unfortunately, I cannot fix it from here in our public forums. The guide above explains how to submit a ticket to them, but they are also available 24/7 via phone and chat. Thank you, John-Paul |
n/a Points
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2014-12-31 11:48 am
Hi , first up non tech savy so please bear with me. I have downloaded wordpress and notification download successfull through web hosting softaculous. When page comes up in hub screen doent direct me to log in to wordpress to add /wp-admin . I have had someone do a web site for me but not very well so I only wish to do one myself but cant find word press to log into . My web hosting site shows original web site that was done and cant delete that till jan 12 but i cant even bring up my dashboard to start a fresh. Sorry to be a pain to anyone will to take this on. Enjoy you new years and stay safe kind regards
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Staff 17,314 Points
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2014-12-31 6:26 pm
Hello Rob,
Sorry to hear you're having problems with to the login. Unfortunately, you haven't given us much information about your account (and if you're a Web Hosting Hub customer), so it's difficult for us to be specific. I will try to give you some general information that I hope will help you login to WordPress. To start, we do have a bunch of WordPress tutorials that help you get started. You don't have to necessarily stay in the same installation of WordPress that's already been created. Typically, the WordPress login uses a URL based on the domain name that was used to install it. So, if it was domain_name.com, then the admin URL would be http://domain_name.com/wp-admin. If you want a quick way to install WordPress yourself (through Web Hosting Hub), then use the Softaculous application. I hope this helps to clarify the issue for you. If you can provide your domain name, we can always look at the account and see where WordPress was installed. Please let us know if you have any further questions or comments. Regards, Arnel C. |
n/a Points
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2015-01-31 4:49 am
Website on internet down. wont let me log in through internet. I can log in through C panel and all is there, but not sure how to get website back online. please help !!!!!!! |
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Staff 17,314 Points
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2015-01-31 5:43 am
Hello Tammi,
Sorry you're having problems with your WordPress site. I took a look at it, and it appears that you altered the login with a plugin called Login Radius. You will need to work through their login procedures to get in. Here's their support page for logging in: How do I get a LoginRadius API key and secret? I hope this helps to answer your question, please let us know if you require any further assistance. Regards, Arnel C. |
n/a Points
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2015-06-27 10:26 pm
When people sign up on your website, do they require phone verification or pin submit? |
Staff 16,266 Points
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2015-06-29 7:27 pm
Hello goodness,
When someone originally signs up for an account we require some sort of verification process. This is normally via phone. Kindest Regards, Scott M |
n/a Points
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2015-08-18 9:52 pm
I am building a new website and it is under construction mode. My question is 'how do I build an affiliate program wihout a complete website to attract vendors?' What can be classified as a minimum that would attract a vendor? I know this is probably a strange question, but I don't know an answer. |
Staff 1,198 Points
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2015-08-19 5:01 pm
Hello Richie,
I would recommend not trying to bring traffic to your website if it is still under construction. If you plan on using a CMS to handle your website there are many affiliate plugins that are designed to be powerful and simple to implement on your website. If you are not using a CMS then you may want to look into a developer to help you program this as this will require intense coding skills. Best Regards, TJ Edens |
n/a Points
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2017-03-22 7:45 am
How do I check on the status of a support ticket. No answer in this page.
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Staff 116 Points
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2017-09-25 7:25 pm
Hello,
If you wanted to check on the status of your ticket you would need to call or chat with support and provide them your account information and the ticket number and they should be able to tell you what the status of the ticket is. Best Regards, Kyle M |
n/a Points
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2019-01-23 10:04 pm
Hello. I just upgraded to the latest Wordpress version (23 Jan 19), but only because of the ever present the prompt. I then started using the new version for a while --- and messed things up on some of my pages, though I've work it out. But now I regret having clicked on the update button. Could I revert to my previous version, which I had been happily, satisfactorily and successfully using all these years? I'm very busy with my web-related business, and can't be bothered getting used to the kinks of the new version. |
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Staff 17,314 Points
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2019-01-24 12:16 am
Hello Ben,
You should be able to revert to you previous version if you have a backup. We do not provide a backup unless you have purchased the service as part of your subscription. If you do not know, you will need to contact the live technical support team (contact info is at the bottom of the page). You can also simply get the older version of WordPress (from WordPress.org), but you'd have to re-create your site based on that version if you have no backup. Using older versions of software is not recommended as you leave yourself open to possible security vulnerabilities that the updates often address. Additionally, all of the software associated with a website will eventually change due to updates in various applications/systems. You will be affected by the change sooner or later, so it is recommended that you keep your site updated to the current versions. |
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