Support tickets — raise one, follow it, get the reply
A technical or payment problem goes to our team as a ticket from Help & Support. The reply comes back on the ticket with a notification on your phone; My tickets keeps every ticket and every reply.
3 min readUpdated 23 Oct 2026
In this guide
Raise a ticket
Open Help & Support
It is the last row of the account menu. On a phone, open the menu and scroll to the bottom. Asha's Report it to our team button opens the same page with your question already typed in.
Describe it once
Under Our team, tap Describe it. Pick what kind of problem it is, which website it is about, and write what happened in a sentence or two — the page, the button you pressed and the exact message help most. Add up to four screenshots with the Photo button (a photo from your gallery works too, iPhone photos included).
Send it
Press Send to our team. You get a reference like LS-4F2A9C and an Open my ticket button. That is all — you do not need to message anyone else.
What each plan can ask
- Every plan, Free included: a technical problem (something stopped working, an error, a page that never loads, your web address down) and a payment problem (money taken but no order, a gateway refusing, credits not added).
- A paid plan, Done For You or an agency partner can also ask for help setting something up and for a call back.
- “How do I…?” questions are answered fastest by Asha — she answers any time and can make the change for you.
Follow your ticket
Open My tickets (also at the top of Help & Support once you have one). Each ticket shows where it is:
- Received — it has reached our team.
- Our team is on it — someone from our team has opened it.
- Our team replied — a reply is waiting for you (marked New reply until you open it).
- Solved — the problem is fixed.
A red number beside Help & Support in the menu means our team has replied and you have not opened it yet. Our team works Monday to Saturday, 10 AM – 7 PM.
Get the reply as a notification
On your ticket and on My tickets, tap Turn on on the Get a notification when our team replies card and allow notifications. Your phone or computer then shows the reply the moment it comes, even when the dashboard is closed — tap it and the ticket opens. It works best in the dashboard app on your phone.
WhatsApp and email notifications for replies are being switched on step by step. Until then the notification and the red number in the menu are the way to know.
Write back, mark it solved
Open the ticket and write in the box at the bottom — add a photo if it helps — then press Send. The ticket goes back to our team. When the problem is fixed, press Mark as solved.
A solved ticket opens again if you write on it within 30 days (or press Reopen). After 30 days, raise a new ticket — it is quicker for our team than an old one.
Once a ticket is solved, one tap on How did we do? rates it. Only our team sees your rating.
Website set up by an agency? Your agency looks after your website, so Help & Support shows their name and contact instead — ask them first.
More in Your account & plan
Did this answer your question?
It takes one tap and it genuinely changes what we write next.