Website Support for our customers.
If you already have a service with The Hosting Hotel and need help, you’re in the right place. Whether something isn’t working, you have a question about your account, or you’re not sure what to do next, open a support request and we’ll help you get it sorted out.
How Website Support works
Getting help should be simple, even when the problem isn’t.
Tell us what’s happening
Open a support request and describe the problem in your own words. If you see an error message, you can include that too.
We look into it
Your support request is connected to your account, so we can review the services you have with us and better understand what may be happening.
We keep you updated
We’ll reply through your support request with what we found, what we did, or anything we need from you next.
What we can help with
If something you have with us isn’t working properly, or you have a question about your service or account, Website Support is the place to start.
Your website and web hosting
- Your website is down or not loading properly
- You’re seeing an error or security warning
- You have a question about a backup or restoring your website
- You need help with something related to your web hosting service
Email and website addresses
- Your business email is not sending or receiving
- You need help setting up your email
- Your website address is not working properly
- You have a question about your domain or SSL certificate
Your account and billing
- You have a question about a bill or payment
- You need help accessing your account
- You want to update information on your account
- You’re not sure who to ask about something you have with us
What needs urgent attention?
Some problems can stop your business from working normally. Open a support request right away if you notice any of the following.
Your website is down
- Your website will not load at all
- Customers cannot reach your website
- Your website shows a serious security warning
Your email has stopped working
- No one at your business can send or receive email
- Email for your whole business is not working
- Important business email is completely blocked
Your account may not be safe
- You think someone else accessed your account
- You see changes you did not make
- Your website or email may have been compromised
For password resets, billing questions, setup help, and other non-urgent issues, you can still send a support request anytime and we’ll review it during regular support hours.
When and how we help
You can send a support request anytime. Non-urgent requests are reviewed during regular support hours.
Regular support hours
- Monday: 9:00am–5:00pm
- Tuesday: 9:00am–5:00pm
- Wednesday: 9:00am–5:00pm
- Thursday: Closed
- Friday: 9:00am–5:00pm
- Saturday & Sunday: Closed
- All hours are Eastern Time
Major service problems
- We monitor our web hosting systems for serious issues
- Problems affecting websites or email are prioritized
- Restoring service is handled as quickly as reasonably possible
The best way to reach us
- Open a support request from your account whenever you need help
- Tell us what’s happening in your own words
- If a live conversation would help, we’ll arrange one with you
Need help keeping your website updated?
Website Support helps when something isn’t working. If you’d like us to help with ongoing website updates, content changes, routine maintenance, and small improvements, take a look at Website Care.