Getting help

If something isn’t working, or you have a question about your servers, websites or bill, the Netkeel team can help. Support is available 7 days a week.

Send a support request

1. Open Support in the sidebar.
2. Click Submit new request.
3. Fill in the form:
   • Category: Technical Support, Billing & Payments or Other.
   • Priority: Low, Normal, High or Urgent. Requests are prioritized based on urgency.
   • Related website: the website it is about, or General account request.
   • Subject: a short summary.
   • Issue details: what happened, what you expected and what you already tried.
4. Optionally click Attach files to add screenshots or logs: up to 4 files, 5 MB each.
5. Click Submit request.

Tip

Say which website or server is affected, what you were doing and the exact error message. If a job failed, open it under the bell or on the Activity page and copy its Details.

Follow your requests

My requests lists every request with its status, number, category and the date it last changed. Click one to read the conversation. Replies from the Netkeel team appear on their own while the page is open.

To add more information, write in the reply box and click Send reply.

If you can’t open Support

The Support page is available to the workspace owner and super admins. If you are a collaborator, ask the workspace owner, or email the Netkeel team.

You can also reach Netkeel by email:

• Support: support@netkeel.com
• General and sales: contact@netkeel.com

Or use the contact page.

Check first

Many problems have a next step in the panel itself:

• An alert under the bell explains what to do next. See Notifications and activity.
• A failed backup or restore shows its error on the website’s Backups tab. See Backups.
• A payment problem shows on the Billing page. See Billing and invoices.