When to ask us instead of carrying on

What this covers

Most questions have an answer in these articles. Stop and ask when the next step would touch something live — money, DNS on a working domain, a mailbox that receives real mail, or a server you cannot get back into.

Before you start

Have the domain, the service, the invoice number if money is involved, and the exact wording of any error.

How to do it

1. Try the article for your product first — most sign-in, billing and DNS questions are answered there.
2. Ask us before changing DNS or MX on a domain that already works, before a domain transfer, and before anything you are unsure you can undo.
3. Ask us straight away if you have paid and the service has not appeared.
4. Include the exact page you were on and the exact message you saw. A screenshot saves a round trip.
5. ⛔ Never send a password, a private key, or a registrar authorisation code in a message. We never need them and will not ask.
6. Say whether this is blocking a launch or just a question — it changes what we do first.

What our team checks

We read what you send and, where it is ours to fix, fix it. Where it is a decision about your domain or your data, we tell you the options and what each one costs you.