Support

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Needing a real person to help? Here are several ways for you to get assistance with your hosting account from our support crew. We realize not every question is created equal so here are some helpful notes to make sure you make the best use of your time and ours when contacting us.

Telephone support is open Monday through Friday, 7:00am to 5:00pm PST/PDT.

Dedicated and VPS phone support is available 24/7/365.

  • 714-521-8150

E-mail support is open 24/7/365.

You can also access the Lunarpages Help Desk to get your questions answered. You can put in a new ticket here:

If you haven’t already, you can also create a help desk login here:

Your help desk login information and account login information are not connected. The easiest way to get a message to support would be the e-mail addresses listed above. By dropping us an e-mail there you will automatically get a help desk ticket created for you.


Support Response Times - How Can You Help?

How long will it take before support gets back to you? Well the standard time frame would be within four hours or less. All questions are answered in the order that they are received. With some situations it might take longer and with some it might take a shorter amount of time. While we do have support around 24/7, some issues can be dealt with quickly while others might take some time to investigate.

For example resending your account information e-mail might just take a few seconds, while trying to figure out why one of your MySQL databases was renamed “pickles_rock” might take a little longer.

With that in mind, please consider giving us as much information as you can in your first message so that we do not have to spend more time gaining information rather than fixing the problem you might be having.

Always try to include your primary domain name and let us know:

  • A full description of the problem you are having
  • What you have done to troubleshoot the issue before contacting us
  • When did you first notice the problem in question
  • Also give us any details on any recent changes you have made to your account before the problem happened

This will help prevent us from having to ask any un-necessary questions and get your problem taken care of faster.


Verification in the Tickets for Support, Sales and Billing Issues

With billing issues, you might want to include:

  • Primary Domain Name:
  • User Name:
  • Last 4 Digits of Your Credit Card:

For support issues, where no charge is needed - please include:

  • Primary Domain Name:
  • User Name:
  • First and Last Digits of Password:

We will not make any changes to your account unless we get your verification first. However, we can suggest helpful fixes to you without the need of verification. For general questions (or questions where you are not asking for something to be changed) no verification should be needed. If needed or not needed, the support team will always be happy to let you know.

If you do not have a credit card on record, you could provide us with these details instead:

  • Primary Domain Name:
  • User Name:
  • First/Last Name:
  • Postal Address:
  • Phone Number:

More information and verification might be needed on a case by case basis, but this should be more than enough to help you get started on the right foot. This also might save you from having to do an reply and wait exchange with the support team.


Do You Have Support Forums for Clients?

Yes we do! For specific support issues such as your account not working or other server related issues you should still contact support. For web development questions or general webmaster conversations, LunarForums.com is a good place to bookmark and visit daily. We have tons of helpful people (both fellow clients and support members) monitoring it as well so there is always helpfulness to be had and you don’t have to worry about it getting too “raunchy” in there for younger eyes.

Before registering for the forums, please make sure you read over the rules here:

As long as you are nice, nice to others, and keep things respectful you should not have any issues and you will find the forums another great place to get additional help for issues not covered by regular support. Go register and introduce yourself to the rest of your fellow clients!

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