How to open a support ticket

Existing WP Performance Hosting customers should use the client portal to open support tickets.

This keeps your support request connected to your account, active services, billing history and previous support conversations.

Client portal link:

https://client.wpperformancehosting.com/

When to open a support ticket

Open a support ticket if you are an existing customer and need help with:

• Hosting service access

• Website or hosting issues

• Domain or DNS questions

• cPanel email setup questions

• Billing or invoice questions

• WordPress Care Plan support

• WooCommerce Care Plan support

• Migration questions

• Support requests linked to an active service

New sales enquiries and pre-purchase questions can still be sent through the public contact form.

How to open a support ticket

1. Go to the WP Performance Hosting client portal:

   https://client.wpperformancehosting.com/

2. Log in using the email address connected to your account.

3. Open the support ticket area.

4. Choose the most relevant support department or enquiry type.

5. Enter a clear subject line.

6. Describe the issue in as much detail as possible.

7. Add screenshots, error messages or relevant information if available.

8. Submit the ticket.

After submitting the ticket, replies will be sent through the support system and may also be sent to your account email address.

What to include in your support ticket

To help us review your request properly, include:

• Your domain name

• The affected website, service or email account

• A clear description of the issue

• When the issue started

• Any recent changes you made

• Screenshots or error messages

• The page, service or setting affected

• Any login or access details requested by support

Do not send passwords in plain text unless we specifically ask for access and provide a safe method.

Keep one main issue per ticket

Where possible, keep each support ticket focused on one main issue.

This makes the request easier to track, assign and resolve.

If you have several unrelated issues, open separate tickets.

What happens after you submit a ticket

After your ticket is submitted, WP Performance Hosting will review the request and determine whether it is:

• Included with your hosting service

• Covered by your WordPress Care Plan or WooCommerce Care Plan

• A billing or account issue

• A domain, DNS or email setup issue

• A paid support task

• An emergency or urgent support request

• Outside the included scope of your service

If the request requires paid work, additional access or a separate quote, we may confirm the scope, cost and timing before work begins.

Support response expectations

Support requests are reviewed based on the type of issue, urgency, account status, active service, care plan level and available support capacity.

Response times are targets only and are not guaranteed unless a specific written agreement says otherwise.

Critical hosting or service availability issues may be prioritised over general support questions, content changes or non-urgent website work.

Need help accessing the client portal?

If you cannot log in to the client portal, use the password reset option first.

If you still cannot access your account, contact WP Performance Hosting and include your name, business name, domain name and the email address connected to your account.