Hostroute

Need help?

We want your web site to be a success. To help you we have set up a comprehensive support system. Please use the tabs above to access our FAQs by topic or follow the steps below:

• Please note, if you need to renew your domain name or hosting package, please go to the renewal help page.

Step 1 – Check the support manual

Using the manuals is by far the quickest way to get help with most common problems. The manuals give in depth information on the functions of your hosting account and control panel

They have built in search functions so you will be able to find information easily.

• Premium Plans
• Reseller and Multi Domain Plans
• Windows 2000 (Hosting Controller – download)
• Windows 2000 (additional information)
• Account Cancellations and Credit Card Changes

Step 2 – Have you lost your password?

If you have lost your password for the control panel/FTP then click here for immediate help.

If you still can’t recover your password it might be that your email address has changed. Please contact support via our helpdesk and quote the domain name of the account along with the email address you think it should be under and we will ensure you get a new password.

Step 3 – Contact technical support via the Online Helpdesk

If after reading through the support manuals, you still have problems then contact our support team by logging a request into our Online Helpdesk, click here to access it.

We can only provide support with problems relating to the hosting of your site on our servers, we can’t help you write scripts or fix web pages for you!

Experiencing connectivity issues?

If you are having problems connecting to your web site it is very helpful to us if you include a traceroute in your support ticket.

PLEASE NOTE – FIRST TIME ONLINE HELPDESK USERS

Before you can use the Online Helpdesk you will need to set up a username and password. The username and password of your web hosting account will not work. Register a new Helpdesk user

Telephone and Fax

We do not provide technical support by telephone because we have staff in several locations and queries can be resolved substantially faster when submitted via our Online Helpdesk.

Our Online Helpdesk is structured to help you explain your problem clearly. This allows us to resolve it more quickly. Your support request *will*automatically be passed to the team best able to assist you.

Staff Blog

Hostroute staff maintain a technical information blog as an informal way of collecting information which may be of use to customers. This is not a means of obtaining support, but its well worth a read if you have the time.

Go to Hostroute blog