A support ticket is the fastest way to get help from the SternHost team. Unlike a phone call or chat message, a ticket keeps the full conversation in one place, goes straight to the right team, and lets you add screenshots and details that help us fix things quickly.
This guide shows you how to open a ticket, which department to choose, how to get a faster answer, and how to follow up.
Step 1: Log in to your client area
- Go to the SternHost client login.
- Enter the email address and password for your SternHost account.
Opening the ticket while logged in links it to your account and services, so we can find your details straight away.
Step 2: Open a new ticket
- In the client area menu, go to Support → Open Ticket, or go straight to the Open Ticket page.
- Choose the department that matches your question.
| Department | Choose it for |
|---|---|
| Technical Support | Website down, email problems, cPanel, WordPress, SSL, DNS and other technical issues |
| Billing Support | Invoices, payments, renewals, refunds, upgrading or cancelling a service |
| Sales Department | Questions before buying, choosing a plan, custom quotes |
| General Enquiries | Anything that doesn't fit the other departments |
| Abuse Department | Reporting spam, phishing, malware or other abuse from a site we host |
Step 3: Fill in the ticket
- Subject: a short summary, such as "Emails to Gmail bouncing on yourbusiness.com".
- Related service: choose the hosting plan or domain the issue is about, if asked.
- Priority: use High only if your website or email is completely down.
- Message: describe the problem (see the checklist below).
- Attachments: add screenshots of any error messages.
Then click Submit. You'll receive an email confirming your ticket number.
What to include for a faster answer
- The domain name affected
- What you were doing when the problem happened
- The exact error message, or a screenshot of it
- When it started, and whether anything changed just before (a plugin update, DNS change or new email setup)
- What you've already tried
Please don't send passwords in a ticket unless our team asks for them. Where access is needed, we'll explain the safest way to share it.
Step 4: Track and reply to your ticket
- Go to Support → Tickets in your client area to see all your tickets and their status.
- Click a ticket to read our replies and add your own. You can also reply directly to the email notification.
- Keep all follow-ups in the same ticket. Opening a new ticket for the same issue can slow down the reply.
Common statuses:
- Open: received and waiting for our team
- Answered: we've replied and are waiting for you
- Customer-Reply: you've replied and we'll respond next
- Closed: resolved. Reply to reopen it if the problem comes back.
Before opening a ticket
Many common questions have step-by-step answers in the SternHost Knowledgebase, including guides on email setup, SSL, DNS and WordPress errors. A quick search there may solve your issue straight away.
Need help?
If you can't log in to your client area, you can still reach us by choosing a department on the Open Ticket page and entering your email address, and our team will get back to you.
