Need a hand? You can reach the Flashcloud team by live chat, by support ticket, or by email. Every request goes to the same team, and everything you send stays in your account history.
The ways to reach us
We have three support channels:
- Support ticket - the main channel. Open one from the portal, and replies land in both the portal and your email.
- Live chat - good for quick questions when you want a back-and-forth.
- Email - reply to any ticket notification and your message is added to that ticket.
There is no phone line. All support runs through chat, tickets, and email, so there is always a written record of what was asked and what we did.
Open a support ticket
- Sign in to the portal.
- Go to Support and click New ticket.
- Pick the department that fits (for example, billing for invoices and refunds).
- Write a clear subject and describe what is happening.
- Submit. Replies come to you in the portal and by email.
You can see all your open and past tickets in the Support section, and recent ones on your Dashboard.
Start a live chat
Live chat is handled by the same team as tickets. Use it for quick questions where a back-and-forth is faster than a written thread. If a chat needs deeper work, the agent may turn it into a ticket so the conversation is saved and can be followed up. For anything that needs files, long details, or credentials, a ticket is the better fit.
What to include for a fast answer
- The service or domain involved (its name or ID from Services or Domains).
- What you expected to happen, and what actually happened.
- The exact error text, and the page or step where it appears.
- When it started, and anything that changed recently.
- Screenshots where they help.
The more of this you send up front, the fewer round-trips it takes to sort out.
When we will ask for your Support PIN
For anything account-sensitive (domain or DNS changes, a billing email or payment change, a cancellation, anything touching login or money) an agent will ask for your Support PIN to confirm you are the account holder. See What's a Support PIN and where do I find mine. We do not ask for it on routine how-to questions.
Sharing logins with us safely
If we need a password or another secret to help you (a migration, a third-party login), do not paste it into the ticket message body. Use the secure share panel instead, which encrypts the value and self-destructs on a timer. See Sharing credentials with support securely.