Support tickets are the best way to get help from the FimuroHost team. Every message is kept in one place, you can attach screenshots, and anyone on our team can pick up the conversation with the full history. You need to be logged in to your client area to open a ticket.
For quick questions you can also message us on WhatsApp at 01818160926. For anything that needs investigation, a ticket is faster in the end.
Choose the right department
| Department | Use it for |
|---|---|
| General Enquiries | Billing and payment questions, account changes, refunds, anything that isn’t sales or technical |
| Sales | Questions before you buy, choosing a plan, quotes, upgrades and custom requirements |
| Support | Technical problems: website down, email not working, DNS, SSL, control panel, VPS issues |
Open a ticket
- Log in at app.fimurohost.com.
- Click Open Ticket in the menu, or go to app.fimurohost.com/submitticket.php.
- Choose the department.
- Fill in the form:
- Subject: a short, specific summary, such as “example.com shows 500 error since today 10am” rather than “Help”.
- Related service: select the hosting plan, VPS or domain the issue is about.
- Priority: see the table below.
- Message: the details (see what to include).
- Attachments: add screenshots or files if they help. Allowed file types and sizes are shown under the upload field.
- Click Submit. You get a ticket number (for example
#123456) and a confirmation email.
Choosing the priority
| Priority | Use for |
|---|---|
| High | Your whole website or email is down, or you can’t access the service at all |
| Medium | Something is broken or not working as expected, but the site is up |
| Low | Questions, advice, changes that aren’t urgent |
Please choose honestly. It helps us reach genuine emergencies first.
What to include
- The domain or service affected and the exact URL where the problem appears.
- The exact error message, copied as text, plus a screenshot.
- When it started and what changed around that time (a plugin update, DNS change, new code).
- Steps to reproduce it, and what you have already tried.
- For email problems: the address, the email app, and any bounce message you received.
- For payment questions: the invoice number, amount, date and transaction ID.
- For connection problems: your public IP address and, if possible, a traceroute to your site.
Never send your client area password, OTPs, PINs or card numbers in a ticket. If we need to log in to something like your WordPress admin, we’ll ask; create a temporary account for us and delete it afterwards.
Follow and reply to your tickets
Go to Support → Tickets to see all your tickets. Click one to read the conversation and add a reply or more attachments. We email you whenever we reply.
| Status | Meaning |
|---|---|
| Open | New ticket waiting for our team |
| Answered | We have replied and are waiting for you |
| Customer-Reply | You have replied and it’s our turn |
| In Progress / On Hold | We are working on it or waiting on something, such as a registrar |
| Closed | The issue is resolved. Reply to reopen it if the problem comes back. |
Tips for faster help
- One issue per ticket. Separate problems get solved faster in separate tickets.
- Don’t open duplicate tickets for the same issue; reply to the existing one instead, as new tickets go to the back of the queue.
- Reply in the ticket rather than starting a new email thread, so the history stays together.
- Close the ticket when your issue is fixed, from the ticket page.
- Invited users can open tickets for your account if you give them the ticket permission.
Can’t log in to open a ticket?
Try Forgot password? on the login page. If that doesn’t work, message us on WhatsApp at 01818160926 with your account email and we’ll help you get back in.
Need help?
If anything here doesn't match what you see, or you get stuck, open a support ticket from your client area or message us on WhatsApp at 01818160926. We're happy to help.
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Written by
FimuroHost Team
Technical Writer