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Why Isn’t Support Answering My Emails?

Our support team, along with billing, can only monitor and communicate through tickets. Emailing directly to either Support@Hostwinds.com or Billing@Hostwinds.com won’t open a ticket for either team. This is because unfortunately, it’s possible for third parties to spoof an email address, thus forging your email address. This means that someone other than you could email us and it would appear to be you emailing us from your address. For your security and to ensure that we don’t take actions that are being requested by a third party who has no right to your services, we require a ticket to be… […]

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Managing My Account Information

…registered email on file is what receives any updates for current services, updated tickets, and invoices. It is important to keep this information current to receive these emails pertaining to your services. Please review Change Email Address for further details.   Manage Credit Card Hostwinds stores credit card information within a registered account if that is the method you choose to pay with (for other payment methods Hostwinds accepts, please review here). As a subscription-based service, it is recommended to keep the most recent credit card on file for your hosting services to renew without potential interruption. Manage Credit Card… […]

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Sending Email Headers To Support

…will sometimes request header information when troubleshooting email issues. Once you have found your header information, select all within and copy. Once copied, navigate to your support ticket via email or ticketing area in your Hostwinds account, and paste your header into the example ticket.   If you are not familiar with your Hostwinds ticket area, please review View Open Ticket to familiarize yourself on how to respond to any of your tickets.   Helpful Related Articles   How To Submit A Support Ticket View Past Tickets Why Does Hostwinds Use A Ticketing System? Issues Sending Email Issues Receiving Email… […]

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How Long Does it Take to Process Domain Registrations?

…any tickets or emails you may have received from us during this time; we may request a verification of information provided if the original information was incomplete, and registration cannot proceed until any required corrections have been made.   Subsequent Domain Registrations All subsequent domains registered through Hostwinds after the first has been processed will generally activate within the hour. If you notice any discrepancies or irregularities in domain status or activation times, we recommend checking for any possible tickets providing further information, or contacting us through LiveChat so that we can help answer any questions about your domain registration…. […]

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How To Submit A Support Ticket

…include any error codes or the exact steps you take to get the error code. Simply select Submit Ticket from this point, and our technicians will review your request and begin processing the ticket. If they need any more details, they’ll reply to the ticket. Each time a technician replies to a ticket, a copy of that message is sent to your email to notify you if we need more data/input or permission on your part to make a change.   Helpful Related Articles   Ticket Status View Past Tickets View Open Ticket Why Does Hostwinds Use A Ticketing System?… […]

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How to Traceroute TCP/IP Connections

…man traceroute.   Mac Additionally this tool also exists in Mac and the processes is literally the same. All you have to do is start typing terminal in your search. Once you have terminal up just run through the same steps as above. With Mac being a Unix based operating system just like Linux, the command traceroute will be the same.   Copy and Paste the results There may be times when a traceroute is requested by our Support Team. To provide this information through any open tickets, you can do the following steps: Linux Simply highlight the traceroute results… […]

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How Can I Contact Billing?

Billing can be contacted by opening a ticket from your Client Area. You can open a billing ticket by logging into your Client Area. You can also respond to any ticket by logging into the Client Area and going to Support > Tickets. If you have received an email from Hostwinds Billing Department, you can reply directly to the email that you received.   Why Can’t I Just Call In or Live Chat With Billing? Due to the nature of the information that would be shared, and our commitment to protecting your privacy and security, Billing would not be able… […]

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