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Contact support

A person answers every ticket and email. The more detail you give, the faster we can help.

Open a ticket​

Tickets are the best way to reach us. Open fenixhost.net/tickets to see your tickets, or click Create Ticket on your Dashboard.

  1. Click Create Ticket (fenixhost.net/tickets/create).
  2. Choose a Department: Support for technical help, Billing / Refunds for charges and refunds, or Sales for questions about ordering.
  3. Choose the Service the ticket is about. This is optional but helps us.
  4. Choose a Priority: Low, Medium or High.
  5. Write a Subject and describe the problem in as much detail as you can.
  6. Add Attachments if useful. Click Upload Attachments or drag and drop. Files can be up to 10 MB each.
  7. Click Create.

Replies arrive by email and in your account, depending on your notification settings.

What to include​

  • What you expected, what happened instead, and when it started.
  • Any error message from the console, copied exactly.
  • What you changed just before the problem.
  • The Server ID and Node of the server. Find them in the panel under Settings > Advanced, in the DEBUG INFORMATION box. See Settings.
  • For billing problems: the invoice number and the date.
  • Screenshots as attachments.
warning

Never send passwords, full card numbers or your SFTP password in a ticket.

Email​

Write to support@fenixhost.net. Include the same details as above, and use the email address of your FenixHost account so we can find it.

If you are appealing a suspension, put Case # followed by your case number in the subject. See Services.

Discord​

Join our community at discord.gg/wjKy6ADHcV to chat with other players. For anything involving your account, billing or private details, use a ticket or email instead.

Before you contact us​

  • Try the checks in Troubleshooting.
  • Ask FenixAI in the panel. It can read your console and explain the error. See FenixAI.
  • Read the FAQ.

The Terms, Privacy Policy and Refund Policy are on the store. To report abuse, see fenixhost.net/abuse.