Client portal tickets
The primary route for existing customers. Tickets arrive attached to your account and services, and the full exchange stays on record.
- Best for account and service issues
- Keeps a written history
- Requires portal login
Home/Support
Getting help with your services
Support tickets through the client portal for account-specific issues, and email for everything else. Whichever route you use, the more specific the first message, the faster the answer.
Email support
Write to [email protected] for enquiries, sales questions, or when you are locked out of the portal.
- Best when you cannot sign in
- Good for pre-sales questions
- Include your domain name
Account and service assistance
Billing queries, renewal questions, changes to contact details and requests for service documentation.
- Invoice and payment queries
- Renewal and expiry questions
- Account detail changes
On response times Response times depend on the nature of the issue and on any service agreement in place for your account. We do not publish a blanket guarantee on this page, because a figure that applies to every request regardless of severity would not mean anything. Anything specific to your account is confirmed in your agreement.
Write a better first message
What to include when you contact us
Most delays come from the second and third email, not the first. Including these details up front usually removes a whole round trip.
- The domain name affected
- Whether it is the website, the email, or both
- What you expected, and what happened instead
- The exact error message, copied rather than described
- When it started and what changed just before
- Whether it affects everyone or only one person or device
- Screenshots, where a screen is easier to show than to describe
Try this first
A handful of issues resolve without a ticket:
- Open the site in a private window, to rule out a cached page
- Try a different network, such as mobile data instead of office wi-fi
- Check whether the domain has recently expired or been renewed
- If email stopped on one device only, re-check the mail client settings
- If a change was made recently, note exactly what it was
If none of that helps, tell us what you already tried — it saves us suggesting it back to you.
Questions
Support FAQ
How do I raise a support ticket?
Sign in to the client portal at host.ingenioushub.com and open a ticket from your account. Tickets raised this way arrive linked to your services.
What if I cannot sign in?
Email [email protected] from an address associated with your organisation and include the domain name on the account. We will verify your identity before changing any access.
My website is down. What should I send you?
The domain name, what you see when you visit it, any error message copied exactly, when it started, and whether email is affected too. That is usually enough to begin.
Do you provide support for websites you did not build?
We support the hosting, domain, DNS, SSL and email layers for services held with us. Work inside a website’s own code or CMS is assessed separately, and we will tell you clearly when an issue sits with the application rather than the hosting.
Can you help outside the client portal?
Yes — email works for enquiries, sales questions and anything you cannot raise while locked out. For account-specific issues, the portal keeps a cleaner record.
Still stuck? Send it over.
Existing customers get the fastest route through a client portal ticket. Everyone else can email us directly — we read every message.