How to contact Support
Отправлено в 02 January 2015 13:10
If you are facing a problem that you cannot resolve yourself, you can always ask our Support team for assistance. This manual explains how to submit a ticket in your Control Panel and what to do once you've submitted it.
First you need to log in to your Control Panel. Switch to the Support Center tab and within it switch to the Tickets tab. Click "Submit a Ticket":
Next you'll be asked to choose which service your question is about. For any technical issues with the ForexVPS service you might encounter choose "VPS". If the problem has more to do with billing and payments, choose "Billing"
Fill out the ticket creation form. Type in the subject of the ticket, describe the issue in detail. If you have any files you wish to attach, for example, a screenshot of an error you are getting, click "Add File..." and select the file you need to send us.
Once you're done, click "Submit" and your ticket will be created.
It will be immediately assigned a number, that you'll see in your ticket list on the Tickets tab. You will also receive an automatic email, containing the copy of your ticket and its number to your contact email address.
All tickets ever submitted from your account can be found in your Control Panel. Switch to the Support Center tab and within it switch to the Tickets tab.
Here you'll see all your currently active tickets and the ticket statistics for your account.
If you wish to view tickets that were already closed, click "Ticket archive". Note, that you cannot reply to the tickets listed here. If some issue from one of them isn't fully solved or you are experiencing the same issue again, please create a new ticket.
An active ticket can have three possible statuses:
If the issue the ticket is about is resolved, it can be Closed and moved to the Ticket archive section. You can close the ticket yourself at any time, or if you confirm the issue is successfully resolved, we can close it from our end. If neither is done, the ticket will close automatically 48 hours after our last reply.
You have two options if you wish to reply to an existing active ticket.
When you first submit a ticket, an email containing the ticket details and number is sent to your contact email address. Whenever we reply to your ticket, a copy of our message is also sent to your contact email address. You can simply reply to the latest email you received from us regarding your ticket.
Your second option is to reply through your Control Panel. Switch to the Support Center tab and within it switch to the Tickets tab. Click on the subject of the ticket you wish to reply to:
Here click "Add reply":
The reply form will open. Prepare your reply, add more files if necessary, and when ready click "Submit":
All done. We'll receive your reply and will answer it in the shortest time possible.