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Contact support

A person answers every ticket and email.

Open a ticket​

Tickets are the best way to reach us. Your tickets are at fenixhost.net/tickets; Create Ticket is also on your Dashboard.

  1. Click Create Ticket (fenixhost.net/tickets/create).
  2. Choose a Department:
    • Technical Support: problems with your server, the panel, connections or errors.
    • Billing & Refunds: invoices, charges, payment methods and the 14-day withdrawal.
    • Sales: questions before ordering, plans, prices and upgrades.
    • Abuse & Legal: reporting abuse, suspension appeals and legal or privacy requests.
  3. Choose the Service the ticket is about (optional, but it speeds things up).
  4. Choose a Priority: Low, Medium or High.
  5. Write a Subject and describe the problem.
  6. Add Attachments (Upload Attachments or drag and drop). 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 from the email address of your FenixHost account, with the same details as above.

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​

The Terms, Privacy Policy, Refund Policy and Service Level Agreement are on the store. To report abuse, open a ticket in the Abuse & Legal department or see fenixhost.net/abuse.