How to submit a ticket with AUHost4u?

How to submit ticket?

You can raise a ticket here.

1. Fill in your email associated with your AUHost4u account
2. Fill in your First Name, Last Name, Email and your Organisation (optional).
3. Select the department you wish to contact.
4. Fill in the Priority, CC, Subject and your Message.
5. Submit your ticket.

We usually answer within 30 minutes. 

You can also contact us via our Live Chat available 24/7 on our website.

How to submit a ticket for faster results?

Few indicators you can use to help us find a solution faster:

1. Always submit the ticket with the email address associated with your Client’s Area account you have with us.
   • Please note we are not authorized to make any changes to accounts without the confirmation of the service’s owner.
   • We cannot make any account changes via our Live Chat.
     
2. Provide details relating to the issue such as your IP address, domain, email, file(s) or service(s) affected by the issue.
   
3. Clearly explain the issue that you’re having by responding relevant questions in the ticket, for example:
   • What were you attempting to do when the issue appeared?
   • What were the steps you took to generate this error/issue?
   • How was it supposed to look/function if there was no issue?
     
4. Send us a screenshot of the error/issue you’re getting. Or copy/paste your error message.
   • Take a screenshot on a Mac.
   • Make a capture with an Iphone/Ipad.
   • How to realize a screenshot on Windows.
   • On a Windows Phone.
   • Or on Android.
     
5. If you’re having connection difficulties provide us with your IP Address.
   
6. More importantly, the owner is the most experienced user with the website/emails. And if you think or have an idea what caused the issue please share it with us.

Few things you might want to check before you submit a ticket:

1. If your emails or website stopped working:
   • Check if your domain/hosting is not flagged as expired in billing/Client’s Area.
   • Check if your IP is blocked on the server firewall by going to (Billing/Client’s Area) the top menu option ‘Manage Firewall’ > ‘Firewall Manager’ > Unblock IP, type your IP and click “Check IP Block”.
     
2. If your website is not loading properly:
   • Check the error_log file for recent errors within the location of your website files.
     
3. If you have just started your hosting journey with us. You can also check our article here. We covered some common challenges in web hosting and how to overcome them.

How to follow-up on a ticket?

If you wish to follow-up on a ticket, simply respond to the ticket on your email.

You can also check the progress of your ticket directly from your Client area here. Simply log in and click on “My Tickets”.

If you don’t have an account, you can track your ticket here, using the email you used to raise the ticket and your ticket number.

How to re-open a ticket?

To re-open a ticket, simply respond to the ticket from your email and it will automatically re-open your issue.

Please note if the issue is different, please submit a new ticket.

Once a ticket is under the status “responded” the ticket will be closed automatically after 5 days.

How fast do you answer request?

We usually answer within 30 minutes to 1 hour max. This depends on the complexity of the issue.

You can contact us at anytime of the day or the night and even during weekends, we are here for you.

Our friendly Support Team is available 24/7/365.