Open a support ticket and choose Support for a technical issue or General Enquiries for other questions. Sign in to your ArkHost account first if you can. Use a subject that identifies the service and problem, such as "Email receiving fails for my domain".
What to include
- The affected service or product and its domain, hostname or server IP.
- When the problem started, including the date, time and timezone, and whether it is still happening.
- The exact error message. Include a screenshot or short log excerpt if it adds useful detail.
- The steps that reproduce the problem, what you expected and what happened instead.
- Who or what is affected: one mailbox, one device, one website, several users or the whole service.
- Recent changes and the checks you have already tried.
For email, include a failed message's sender, recipient, timestamp and bounce code. For a VPS, say whether the client-area console opens and whether SSH connects. For an ArkHost module, include the module, WHMCS and PHP versions and the action that fails.
What support covers
Web hosting support covers DNS setup assistance, server and hosting issues, security configuration and agreed migration work. Website design, content creation, broken themes, plugin conflicts and custom application repairs are not included. See the web hosting support scope.
For VPS issues, distinguish a server or platform problem from software running inside your server. Describe both if you are unsure. Do not assume application installation, administration or custom development is included; ask us to confirm the scope before work starts.
Website migration does not automatically include moving mailboxes. Reseller, larger and complex moves need a separate agreement. Check the migration guide before ordering.
Keep credentials out of replies
Never send passwords, app passwords, private keys, API tokens, verification codes or payment-card details in ordinary ticket replies or attachments. Remove secrets and unrelated personal information from screenshots and logs. If access or a backup is needed, ask support how to provide it safely before sending anything.
Add further findings to the same ticket so the history stays together. Explain the business impact and any workaround. Do not reinstall, restore or delete data merely to collect a troubleshooting result.
