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Getting help — support tickets and self-service

How to open a support ticket, what to include for the fastest response, typical response times, and self-service options.

In this guide

  1. 1Opening a support ticket
  2. 2What to include for fastest response
  3. 3Response times
  4. 4Self-service — Guide and common fixes
  5. 5Billing and account questions
1

Opening a support ticket

1Go to your Dashboard
2Click Support in the sidebar (or scroll to the Support tab)
3Click Open a ticket
4Describe your issue, select the category (technical, billing, domain, other), and submit

All tickets are reviewed by the EasyWebie team and replied to via email at your account email address. Keep an eye on your inbox (and spam folder) for the reply.

2

What to include for fastest response

The more context you give, the faster the team can help. Include:

For technical issues:

●The website name or site ID (visible in your dashboard URL)
●Exactly what you were doing when the issue happened
●What you expected vs what actually happened
●A screenshot if possible (paste it into the ticket or describe what you see)

For domain issues:

●The full domain name (e.g. yourbusiness.com)
●Your registrar (GoDaddy, Namecheap, etc.)
●Whether you changed nameservers and when

For billing issues:

●Your Paddle order or transaction ID (in the Paddle receipt email)
●The date and amount of the charge
3

Response times

The EasyWebie support team aims to respond within:

●Pro plan: Priority response — usually within a few hours during business hours
●Starter and Basic: Usually within 24 hours
●Free plan: Usually within 48 hours, or check the Guide first for common questions

Response times may be longer on weekends. Urgent issues (domain down, billing error) are prioritised regardless of plan.

4

Self-service — Guide and common fixes

Before opening a ticket, check if your answer is already in this Guide:

●Can't publish → see the Publish Your Site guide
●Domain not connecting → see the Connect External Domain guide, specifically the Troubleshooting section
●AI builds used up → see the Plans and Pricing guide
●Badge still showing → make sure you are on Basic or above and have re-published after upgrading
●Site looks different on mobile → open the builder, use the mobile preview toggle in the preview toolbar
●Can't log in → use the "Forgot password" link on the login page

Most common issues are covered in the Guide and can be resolved without waiting for a ticket response.

5

Billing and account questions

For billing-specific questions (unexpected charge, need a receipt, want to update payment method):

1Go to Account & Plan → Manage billing
2This opens the Paddle customer portal where you can:

- View all past invoices and download PDF receipts

- Update your payment card

- Cancel your subscription

- See your next billing date

For charges you do not recognise or disputes, open a support ticket with the Paddle transaction ID from your receipt email.

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Still have questions?

Our support team usually replies within a few hours.

Open a support ticket →