Use a support request when something we already run for you isn't working: your website, hosting, email or an app we built. Each request is tracked from start to finish, and you're emailed at every step.
Open a request
- Sign in to Nexcified Client and open Support.
- Add a short subject, choose the service it's about and describe what's happening.
- Add screenshots or the exact error message if you have them.
- Choose a priority, then send it. You'll get an email confirming we have it.
Priorities and response times
| Priority | Use it when | We aim to first reply within | And resolve within |
|---|---|---|---|
| High | Your website or email is down, or you can't take payments | 1 hour | 8 hours |
| Normal | Something is broken but you can work around it | 4 hours | 48 hours |
| Low | A question or a small change | 24 hours | 5 days |
Please keep High for real emergencies, so they're handled first.
Follow and reply
Every reply appears in the conversation in Support and is emailed to you. Reply from either place and add files at any time. When we mark it resolved, you'll get an email. Just reply if it isn't fixed and it reopens.
Live chat
For quick questions, select Chat with us at the bottom right of our website or Nexcified Client. A teammate can turn the chat into a support request if it needs more work.
Tip: Never share passwords in chat. If we need access, we'll ask through a secure support request.
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Still need help?
Open a support request or chat with the team. We’re happy to help.