SupportHow to get help
Help with your hosting comes from a person who knows our servers. Open a ticket in your client area and we'll reply within 2 business days, usually sooner.
Not a customer yet? Use our contact form.
Looking for your email? Log in to webmail.
Three steps to a quick answer
Log in to your client area
At billing.marihost.com, with the email you signed up with.
Open a ticket
Choose the service it's about, so we can see your plan and websites.
Tell us what you see
The website address, what you were doing, any error message, and when it started. A screenshot helps.
One ticket per problem, please. Replying to the same ticket keeps everything in one place.
What hosting support covers
Included with every plan
- The server, and your site when it's down because of the server
- The control panel
- Mailboxes and email delivery
- DNS and your domains
- SSL certificates
- Restores from the daily backups
- Your free migration
- Billing and your account
Not included
- Problems caused by plugins, themes or your website's code
- Changes to your design or content
- How to use WordPress (our guides cover the basics)
Need help with WordPress itself? Plugins, themes, errors and changes to your pages are what WordPress Care is for, from RM139 a month per website.
About WordPress CareNot on WordPress Care? We can still help with a one-off WordPress job, from RM90 per 30 minutes. Malware clean-up, health checks and speed work are quoted before we start.
When we reply
We reply within 2 business days, usually sooner. Business days are Monday to Friday, UK time, excluding UK public holidays.
"First reply" means a reply from a person, not an automatic acknowledgement.
We don't offer 24/7 support yet, and we'd rather tell you than promise it.
Need faster answers?
Add a support level to your account. One price covers every plan and website you have with us. Support levels cover the hosting, never WordPress, design, content or code.
| Support level | Standard | Priority | Enterprise |
|---|---|---|---|
| For | personal sites, test sites, sites that can wait for help | business sites where downtime costs money | business-critical sites, and agencies looking after clients |
| Price a month, per account | included | RM399 | RM999 |
| First reply within | 2 business days, usually sooner | 8 working hours | 4 hours |
| When | Monday to Friday, UK time | 09:00–17:00 UK time, Monday to Friday | 08:00–22:00 UK time, every day |
| How | ticket | ticket | ticket and WhatsApp |
Working hours and business days exclude UK public holidays, except on Enterprise. Support levels don't change your backups.
Need something beyond Enterprise, such as longer hours or a contract? Talk to us about custom support
Answers you can find yourself
Many questions have a quick answer in our guides, step by step with pictures.
Open a support ticket
Where to find tickets in your client area, and what to include so we can help first time.
Log in to your client area and control panel
Sign in once, open the control panel with one click, and what to do if you can't get in.
Upgrade or change your plan
Move to a bigger or smaller plan in your client area, pay only the difference, and keep your websites where they are.
Fix common WordPress errors
The critical error, a blank page, database and redirect errors: find the cause and switch it off yourself.
When something's wrong with a server
If a server has a problem, we work on it as soon as we spot it. You don't need to open a ticket for it, but you're welcome to if your site is down and you're not sure why.
Our monitoring alerts us when a server has a problem, day or night. To see what's happening and when it's fixed, check our status page.
Reporting abuse
To report spam, malware, phishing or an attack coming from our network, email [email protected]. Please include the IP address or website, the date and time with your time zone, and the evidence (for spam, the full email headers). We look into every report.
This address is for reports about our network only. For help with your own account, open a ticket.