If something isn't working, whether that's a hosting issue, a billing question, or help setting up email, ZIPROF support is there to sort it out. Here's how the process works so you know what to expect.
Ways to Reach Support
- Client area ticket: Log in to your ZIPROF account and open a support ticket under the relevant service. This is the most reliable channel because it's tied directly to your account and services.
- Phone or WhatsApp: For urgent issues, like a site being down, calling or messaging directly gets a faster first response.
- Email: Useful for non-urgent requests or when you need to attach files such as screenshots or error logs.
What to Include in Your Request
The faster support can identify your account and the exact problem, the faster it gets resolved. Include:
- Your domain name or invoice number.
- A clear description of what you were trying to do and what happened instead.
- Any error message you saw, ideally as a screenshot or copied text.
- When the issue started, if it's a change in behavior rather than something new.
Vague requests like "my website isn't working" take longer to resolve than "I get a 500 error when I visit mysite.co.ke/contact, and it started this morning." The more specific you are, the less back-and-forth is needed.
What Happens After You Submit a Request
Your ticket is reviewed and assigned to the right team, whether that's billing, hosting, or domains. For account-specific issues, support may ask you to confirm identity details tied to the account before making changes, particularly for anything involving domain transfers, password resets, or billing changes.
Response Times
Urgent issues affecting a live site or email, such as a server being unreachable, are prioritized. Routine requests, like general how-to questions or account updates, are handled in the order received. If a fix requires input from a third party (for example, your domain registrar or a payment provider), resolution time depends on their response as well.
Self-Service First
For common tasks like resetting a cPanel password, creating an email account, or paying an invoice, our knowledgebase often has a faster answer than waiting for a ticket response. It's worth a quick search before reaching out.