GETTING SUPPORT
Support Ticket System
Support Forums
E-mail Support
Live Chat Support

FAQ's

Am I able to upgrade my account?
Am I allowed any more FTP Accounts?
What if I'm not around when my billing cycle is about to expire?
How do I cancel my account?


Support Ticket System:
This is the most efficient way to contact us. Emergency tickets are generally answered within 5-15 minutes. Our support staff continuously check for new tickets and answer them on a 24x7x365 basis. When you open a new ticket, you will get a ticket confirmation number. If later you contact us by Live Chat please keep this number handy. Please allow 24 hours for support questions.

To send us a support ticket, login to your Hosting Control Panel and select New Trouble Ticket from following links:
Customers: http://cp.emagineservers.co.uk/


Support Forums:
Our Support forums allow customers to interact with each other and to seek help on general issues. Our support forums are available at http://support.emagine-hosts.com Please use our ticket system to directly contact us or to seek help on more specific issues.

E-mail Support:
Although it is recommended that you use our ticket system, customers may also contact us for support on the following e-mail addresses. These are directly fed into our ticket system and you'll be e-mailed back with a ticket confirmation e-mail:

Hosting Support:
Billing Support:
(Please always mention your user name when contacting us by e-mail)

Live Chat Support:
We are looking into this feature, and hope to implement it soon.


General:

• Converting Trial user to Paid Customer: In order to convert to a paying customer please do following:
  1. Login to your Hosting Control Panel (CP).
  2. Select Billing and then Billing Profile.
  3. Create Billing Profile and select payment method i.e. cheque or paypal (for credit cards). This link will take you to payment site. Upon receipt of your payment, our billing dept. will credit it to your account.
     
     
• Paying Hosting Fee: At the start of each billing cycle, our system e-mails customers an invoice with a link to make pay their balance. However you have an option to make a payment of any amount at any time. You can do this by the following steps:
  1. Login to your Hosting Control Panel.
  2. Select Billing from menu.
  3. Select Billing Profile and go down on this page.
  4. Enter the amount you want to pay in the format 00.00
  5. Press select query button. This will take you to payment site.
  6. After your payment is received, our billing department will credit it to your account

   

Am I able to upgrade my account?
Yes. You can upgrade as you like through your control pannel, all you have to do is pay the difference between the packages.

Am I allowed more FTP accounts?
Yes. If on Linux hosting plans you can do this via your control pannel, but if you are on a windows hosting plan, please submit a ticket from your control pannel requesting them as they are required. Please state a username and password for each account that's to be created.

What if I'm not around when my billing cycle is at expire?
This is fine as long as your account has enough funds for the next billing period, when the due date arrives. You can add funds to your account at anytime in any amount, whole or portion of the billing period.

How do I cancel my account?
To cancel your account you need to fill in this form.