Getting Started

Please find below our list of Getting Started guides to help with your hosting account.

Help us to solve your problem more quickly

This article was posted in: Getting Started

Solving technical issues can be a complex process. We want to help you get back online as quickly as possible, so to get the best out of us on initial contact please provide the following information.

We really can't stress this enough - please take a moment to read this before submitting your ticket as it is highly likely we will need to ask for this information before we can proceed with any investigation.

ALWAYS either login to your client area before submitting a ticket, or ensure you submit it from the email address you use to log into your Krystal client area - OTHERWISE WE MAY NOT BE ABLE TO HELP!


Submit the following information for website problems

Recreate the error/problem, and record the following information - this will help us pinpoint any issues quickly and efficiently.

  • cPanel username and the domain name the problem relates to
  • The exact date/time the problem occurred
  • The URL in the browser window when the problem occurred
  • Your public IP address as shown at http://viewmyip.co.uk
  • Any error reported by your browser, or web application
  • Your operating system and browser versions (e.g. Windows 10 + Firefox latest release)

Submit the following information for email problems

Recreate the error/problem, and record the following information - this will help us pinpoint any issues quickly and efficiently.

  • cPanel username and the domain name the problem relates to
  • The exact date/time the problem occurred
  • Any errors reported by your email software when trying to fetch/send email
  • The sender address and recipient address of a failed email message
  • Your public IP address as shown at http://viewmyip.co.uk
  • Any error reported by the sender's email software (if any)
  • Your operating system and browser versions (e.g. Windows 10 + Firefox latest release)

Please Don't

  • Combine multiple issues into a single ticket - Because the ticket may expand into a more detailed investigation, multiple issues will confuse.
  • Submit multiple tickets for the same issue - It is important for our agents to see a chronological history for each issue. It can sometimes take us a while to reply to a ticket, so please try to refrain from submitting multiple tickets. If you received an email acknowledgement when you first created your ticket, then rest assured, we will get round to it.

Absolutely Don't

Please do not be abusive or use profanity against our staff. We understand that it can be frustrating when things go wrong - and sometimes you may want to blame us! However, things will always turn out better if you work with us. Abusive or violent language will not be tolerated.