How to contact UnderHost support

UnderHost offers 24/7 technical support. The right channel depends on your question-tickets for account-specific issues, chat for general questions, and the status page for outages.

Support ticket (recommended for account issues)

The ticket system is the best way to get help with anything requiring account access or investigation. Open a ticket at:

• CustomerPanel → Support → Submit Ticket
• Direct link: customerpanel.ca/client/submitticket.php

Use tickets for: technical problems, billing questions, requests, password resets, DNS changes, abuse reports.

See the full guide: How to open a support ticket.

Winston AI chat

Winston is UnderHost's AI assistant, available via the chat bubble on any page. Winston can answer general hosting questions instantly, explain features, guide you through common tasks, and help you decide which support department to contact.

Winston is best for: general "how do I" questions, pre-sales questions, basic troubleshooting guidance, and understanding documentation.

Winston cannot: access your account directly, process billing changes, or resolve issues requiring server-level access. For those, you need a ticket.

Network status page

Check underhost.com/network-status.php before opening a ticket about an outage. If an incident is already listed, our team is aware and working on it. Updates are posted to the status page as they happen.

Getting a faster response

• Choose the correct department (Technical, Billing, Sales, or Abuse)
• Include your domain name and describe the problem clearly
• Paste exact error messages-don't summarize them
• Include the time the problem started
• Don't open duplicate tickets for the same issue-reply to the existing one

Related: How to open a support ticket | How to access your CustomerPanel account | Start with UnderHost: your first 15 minutes | UnderHost pre-sales FAQ-common questions before signing up

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