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You can message us on WhatsApp at 07394 818494. It's for messages only: the number doesn't take calls. On WhatsApp we show as My Website Host.
Our support assistant replies first, straight away. It's automated, and it says so. Whenever you'd rather talk to our team, just ask.
What the assistant can help with
- Plans and prices: what each plan includes and what it costs today, taken from our live prices.
- Checking your website: give it your domain name and it checks the domain is registered and hasn't expired, that it points at our servers, and that the site loads securely with a valid SSL certificate.
- Checking your email: it checks the records your domain needs for email to arrive and to be trusted by other mail servers.
- Our service status: it tells you if there's a known problem on our side.
- The right guide: it points you to the help article or guide that covers your question, and gives you the sign-in and password reset links if you're locked out.
It tells you what it found and what to try, then asks whether that sorted it.
The assistant can't see or change your account. Invoices, payments, plan changes, cancellations, refunds and backups go to our team.
Talking to a person
Reply person at any time and the assistant will pass you to our team. If that's your first message, it asks what it's about first, so we can come back to you with an answer rather than a question.
If the assistant thinks our team needs to look at something, it tells you what it found and asks whether you'd like a support ticket opened. Nothing is opened unless you say yes.
When a ticket is opened
- If you're messaging from the mobile number on your account, the ticket goes on your account. Otherwise the assistant asks for your name and email address first.
- You get the ticket number in the chat.
- Our reply comes back to you on WhatsApp and by email. If it's been more than a day since your last message, WhatsApp only lets us send a short note saying there's a reply, with a link to read it.
- While the ticket is open, anything you send on WhatsApp is added to it. Once it's closed, the assistant picks up again.
Screenshots, files and voice notes: the assistant only reads text, and anything else you send on WhatsApp doesn't reach our team. Please attach screenshots or files to your support ticket instead: sign in to your client area and open the ticket under Support > My tickets, or use the View Ticket button in our email.
Every support ticket is looked after by a real person, one of the people who run the servers.
Keep your details safe
Never send passwords or card details on WhatsApp, and that includes logins for your hosting panel, FTP or your old host. We'll never ask for them in a chat. If one is sent by mistake, we hide it before the assistant or our team sees it, but it's safer not to send it at all.
If we need logins from you, for example to move your website from another host, sign in to your client area and use Support > Open a ticket. If you're not a customer yet, the assistant will pass you to our team and we'll tell you the safe way to send them.
Other ways to reach us
Rather not use WhatsApp? Get support on our website: the same assistant and the same team, in your browser. Signed-in customers can also open a ticket from the client area under Support > Open a ticket.
WhatsApp messages pass through WhatsApp (Meta), and our assistant uses Claude, from Anthropic, to answer them. Chats are deleted after 90 days. Our privacy policy has the details.