HostGator offers several ways to receive support, including over the phone, Live Chat, and support tickets (email). While many common issues can be handled through Live Chat or the phone, some issues are more appropriately handled by creating a support ticket.
Here are the ways you can create a support ticket:
Option 1: Create a ticket in your Client Area
This is the preferred method in most situations.
- Login to: https://gbclient.hostgator.com/
- Once you login to the Client Area, there is a link to "Create a Ticket" in the left column in the "Support Tickets" section.
(http://hostgator.com/billing also redirects to the Client Area and might be easier to remember.)
If you forgot your password, you can request it using the "Forgot your password?" link.
Unlike other methods of creating a ticket, your identity is automatically verified
when you create a ticket in the Client Area.
Option 2: Email us
Another easy way to create a ticket is to email us.
- support@hostgator.com for general support issues
- billing@hostgator.com for billing issues
- sales@hostgator.com for sales
- security@hostgator.com for security related issues
- affiliates@hostgator.com for affiliate related questions
- reboots@hostgator.com for server reboots
- transfers@hostgator.com for website content transfers / migrations
- feedback@hostgator.com to let us know how we are doing
For fastest service, it is suggested you email the most closely related department directly. Don't worry; if you email the incorrect department, we will make sure your ticket gets redirected to where it needs to go.
Option 3: Create a ticket via the Ticket Web Interface
- Login to http://tickets.hostgator.com/
- Once logged in, click on "Submit a Ticket" in the top menu, fill out the form, and click the "Submit a Ticket" button.
The support ticket system login is the same as your primary contact email address and billing password.
If you want to use or view tickets for a different email address, create an ticket system account by clicking "New Account?" if you do not have one. You will be emailed a login password.
If you forgot your password, attempt to login with what you think the password is. If it is incorrect, you will be presented with a link to "recover password" which will email you your password.
Tickets created via the Ticket Web Interface are not considered verified, and we may request that you verify your identity to before we perform certain actions or reveal certain information. This is for your own safety.
Option 4: Online Form
Some issues are handled via an online form. When you submit the online form, a ticket with a tracking number is created.
- Visit http://support.hostgator.com/addons.php and select the appropriate form.
- Fill out and submit the form.
Note: Some issues require the use of the proper online form, and cannot be submitted any other way. This is to ensure that all of the information necessary to complete the request is included at the time it's submitted and to allow us to process your request faster.
Option 5: Live Chat or Telephone
If an issue cannot be resolved on your phone call or chat session, an agent can create a ticket for you in most cases.
Although an agent may create tickets for most issues, there are some types of tickets (such as feedback, affiliate questions, user/website complaints, order forms. etc.) that cannot be created by phone or chat technicians and must be submitted directly by you via email, the client area or online form.
Additional Notes
Ticket ID / Tracking Number
Every ticket created is assigned a ticket ID (ticket number). All ticket IDs are in the format ABC-12345678, with the first three characters being random letters, followed by eight numbers.
Verification
HostGator is committed to protecting your account and your personal information. Therefore, we can only offer basic help and general information without verifying who you are.
If your ticket involves making changes to your hosting account or discussing your account's confidential information, we have to confirm you are the account holder or someone authorized to act upon the account. If you submit the ticket through the Client Area, your identity is automatically confirmed, since you had to login to submit the ticket. If you submit a ticket any other way (such as email, online form or through an agent), we will request that you verify your identity.
Since tickets submitted through the Client Area are already considered verified, there is no need for us to email back to request that you confirm your identity, which speeds up processing of the ticket.