Fast Hive support is staffed by real engineers, every hour of the year. How quickly your problem gets solved depends far more on the information in your first message than on anything else. This guide explains which department to choose, exactly what to include, and how to check whether the answer is already available before you write.
- Server Status - a known incident is already being worked on.
- Announcements - planned maintenance and current notices.
- Knowledgebase - most common questions are answered here in more detail than a ticket reply can give.
Choosing the right department
Picking correctly routes your ticket straight to the people who can act on it, rather than through a reassignment.
| Department | Use it for |
|---|---|
| Technical Support | Websites down or slow, email problems, DNS, SSL, cPanel and WHM, VPS issues, migrations, suspected compromises. |
| Accounts & Billing | Invoices, payments, refunds, billing cycles, cancellations, account ownership changes. |
| Sales & Solutions | Questions before you buy, plan sizing, upgrades, reseller pools, dedicated IPs, migration planning. |
| Abuse Complaints | Reporting spam, phishing or other abuse originating from a Fast Hive service. |
Opening the ticket
- Sign in at my.fasthive.com.
- Go to My Support Tickets and click Open Ticket.
- Choose the department.
- Select the related service, if the form offers it. This attaches the ticket to the right server and saves a round trip.
- Write a specific subject line and a complete message - see below.
- Attach screenshots or log extracts.
- Submit. You will receive a ticket number by email and can follow it in the client area.
What to include
A good ticket answers the questions an engineer would otherwise have to ask you. Every one of those exchanges adds hours.
| Include | Example |
|---|---|
| The exact URL or address affected | https://example.com/shop/checkout, not "the shop page" |
| The exact error text | Copied and pasted, or a screenshot showing the whole window |
| When it started | "Since about 09:15 today" beats "recently" |
| What changed just before | A plugin update, a DNS edit, a PHP version change, a new deployment |
| What you have already tried | Saves us repeating your work |
| Scope | Every visitor, or only you? Every page, or one? Every device, or one? |
| Your public IP address | Essential for anything that might be a firewall block |
Compare these two tickets
Slow: "My website is broken, please fix it."
Fast: "Since roughly 14:20 today, example.com/checkout returns a 500 error for all visitors. The rest of the site is fine. I updated the payment plugin at about 14:15. The error log shows: PHP Fatal error: Uncaught Error: Call to undefined function ... in /home/user/public_html/wp-content/plugins/pay/pay.php:88. I have already disabled the plugin, which did not resolve it. My IP is 203.0.113.45."
The second one can often be resolved in a single reply.
What happens next
- You receive a ticket number and email confirmation.
- An engineer picks it up. Support is available 24/7, and urgent service-affecting issues are prioritised.
- Replies arrive by email and in the client area. Reply from either.
- Keep the conversation in one ticket. Opening a second for the same problem splits the history and usually slows things down.
- The ticket is closed when the issue is resolved. Reply to reopen it if the problem returns.
Getting a faster answer
- One issue per ticket. Three unrelated problems in one message means all three wait for whoever can handle the hardest.
- Give the department a real subject line. "Email not sending from info@example.com since yesterday" routes and prioritises itself.
- Answer follow-up questions fully. A ticket waiting on your reply is not being worked on.
- Say if it is urgent, and why. "Our checkout is down and we are losing orders" is useful context, and honest urgency is respected.
- Attach evidence. Screenshots showing the full browser window, and the last twenty lines of the error log, are worth several paragraphs of description.
Troubleshooting
| Symptom | Cause and fix |
|---|---|
| Cannot sign in to open a ticket | Use Contact Us, which does not require a login. Include your domain and account email so we can identify you. |
| Ticket replies are not arriving by email | Check spam, and check that your contact record has Support Emails enabled under Manage Contacts. You can always read replies in the client area. |
| A colleague's ticket was not linked to the account | Tickets from unknown addresses are not associated with your services. Add them as a contact or sub-user first. |
| Ticket was closed but the problem persists | Reply to the same ticket to reopen it, with what is still happening. |
| Not sure which department applies | Choose the closest match and say so in the message. We will route it internally - that is faster than not opening one at all. |
Frequently asked questions
Is support available at night and at weekends?
Yes. Our engineers are available 24/7, every day of the year.
Can I phone or use live chat?
We support customers by phone, email and live chat as well as tickets. See Contact Us for the options. Tickets are best for anything technical, because they carry the full history and any attachments.
Will you help with problems in my own code?
We will help you identify the cause - reading server logs, confirming whether it is the platform or the application. Rewriting your application code is outside hosting support, but we will always tell you what we can see.
Can you migrate my site from another host?
Yes, and migration is free. Open a ticket with Technical Support with your current host's control panel details and we will handle the transfer.
How do I report abuse from a Fast Hive service?
Open a ticket with the Abuse Complaints department, including full message headers or the offending URL.
