Introduction
If your website goes down, we have a streamlined process to get you help as quickly as possible. This guide will walk you through the priority support steps for site downtime.
🎥 Video: Get help if your site is down
Report your site downtime
📌 Note: Before starting, please review our guide on using the digital assistant in the Help Centre, as this process builds on those steps.
Access the digital assistant in the Help Centre
Provide your email address when prompted
Select Site is down from the available options
Complete the site down form
Click to open the site is down ticket form
Fill out the following required fields:
Description of the issue (be as detailed as possible)
Contact details (confirm your information)
Company details (verify your company information)
Site details (specify which site is affected)
Upload additional files if able (such as screenshots of error messages)
Click Create ticket to submit your report
Immediate follow-up
After creating your ticket:
Stay available for a few moments in case our support team has immediate questions
Monitor your email for ticket responses and updates
Reply to emails directly or click the provided Help Centre link to access your ticket
Keep the ticket reference so you can return to it anytime
⚠️ Important: Check your email regularly for updates from our support team while your site is down.
When your site is restored
Our support team will close the ticket once your site is back online
You'll receive an email confirmation when the issue is resolved
Follow-up support
If the issue returns
Reply to the same email thread from your original ticket, or
Send a new message from the Help Centre digital assistant
If you have additional questions after your site is restored
Contact us via the digital assistant in your admin dashboard instead
Our support team will continue the conversation from there
🤓 Tip: Keep your original ticket email for easy reference if you need to follow up about the same issue later.
FAQs
Q1: How do I know if my site is actually down or if it's just a problem on my end?
Answer: Try accessing your site from different devices and internet connections. Also, check the error code. If you get:
500 error codes (e.g. 500 Internal Server Error or 503 Service Unavailable) this is likely a platform or server issue impacting your site.
Other error codes (e.g. 400 Bad Request or 404 Not Found) may be an issue on your end or your site settings. However, if you're unsure, report it anyway.
Q2: What counts as a site down emergency?
Answer: Use this process when your entire website is inaccessible to visitors, showing error pages, or completely offline. For partial issues like single page problems, use the regular support process.
Q3: I submitted a site down ticket, but my site came back online. Should I do anything?
Answer: Yes, reply to your ticket email to let our support team know the site is back online. This helps them understand if the issue resolved itself or needs further investigation.
Q4: What if I can't access the Help Centre because my entire account is down?
Answer: Try accessing the Help Centre from a different browser or device. If that doesn't work, you may need to contact support through alternative means or have a colleague submit the ticket.
Q5: How detailed should my site down report be?
Answer: Include when you first noticed the issue, any error messages you're seeing, whether it affects the entire site or specific pages, and any recent changes you made before the downtime.
Q6: Will I be charged extra for emergency site down support?
Answer: Emergency support for site downtime is typically included in your support plan.
Q7: My site is slow but not completely down. Should I use this process?
Answer: No, use the regular support process for performance issues. The site down process is specifically for websites that are completely inaccessible.
Q8: Can I call someone immediately if my site is down?
Answer: Phone support is currently only available via the Access Support Portal, depending on your support plan. The digital assistant will guide you to all available contact methods for your account.