How do I open a support ticket?
If you can't find a resolution to your issue within our knowledgebase, the next step is to raise a support ticket.
You can raise a support ticket by visiting http://www.monkeytreehosting.com/ and clicking 'Client Area' at the top right of the website. You will need to sign in with your username and password which would have been supplied to you upon creating your account. If you do not have any login details you will need to be authorised on the account and you will need to speak to the main account holder who will need to sign in to the 'Client Area' and add you as an additional account holder with the relevant permissions. You can find out how to do this by clicking here.
You will need to login to your client area by entering your email address and password which would have been supplied to you upon setting up your account. If you have forgotten your password you will need to click the 'forgotten password?' link
Once you have signed in to the client area there are two ways you can open a support ticket:
Step 1 - Click 'Open Ticket' from the navigation bar at the top of the website.
Step 2 - On the home screen you will see a section called 'Open Support Tickets' which will list all of your current support tickets. To open a new ticket from here click 'Open New Ticket' to the right of the website.
Step 3 - You will need to select the relevant department for which support is required from the two options of 'Support' or 'Sales'.
Step 4 - Give your support ticket a title and select the product that the support ticket relates to from the 'Related Service' drop down list.
Step 5 - Give us as much information as possible to help us resolve your issue and attach any related documents (please take note of the allowed document formats).
The support ticket will be visible to the support team and they will take the necessary action to help you resolve your issue. You may notice various members of support replying to the support ticket and you will receive these updates directly to the email address registered on your account with us. You don't need to sign in to the client area to respond to tickets, this can be done directly via email by replying to the email that you receive from our support team.
