# Getting help Source: https://vpsdime.com/knowledgebase/client-area/support/getting-help Last reviewed: 2026-07-05 Summary: How to reach VPSDime support, picking the right department and priority, writing a ticket that gets solved on the first reply, tracking and replying to tickets, and checking service status. ## What this is The ways to reach us and actually get a problem solved: opening a support ticket, tracking it, and checking whether what you're seeing is a wider outage. It's all under **Support** in the client area, starting at [open a ticket](https://vpsdime.com/open-ticket/). Tickets are opened from your account, being signed in is what lets us verify it's you and act on your services. The one exception is **pre-sales questions**: you can ask those without an account. Two things often solve a problem faster than waiting on a reply, so try them first: - **VPS unreachable?** Run [My VPS is Down](https://vpsdime.com/knowledgebase/client-area/support/vps-troubleshooter). It checks the VPS, frequently fixes the cause on the spot (a blocked IP, disabled password login, a forgotten password), and if it can't, it hands us the diagnostics so the first reply is already useful. - **Think it's an outage?** Check the service status announcements (below) before opening a ticket. If a node or the network is affected, it's posted there and we're already on it. ## Guest tickets and service verification When your ticket is about an **existing service**, always open it **from your client area, signed in**. Being signed in is what proves the request comes from the account holder, which is what lets us discuss and act on the service at all. A **guest ticket** (opened without signing in) about an existing service **can't be verified**, so it won't be worked on as-is, you'll be redirected to sign in and continue from your account. - **Can't sign in?** That's the thing to fix first, and it has its own guide: [I can't sign in](https://vpsdime.com/knowledgebase/client-area/account/cant-sign-in). Recovering access to the account is the path to getting service help, a guest ticket doesn't bypass it. - **Pre-sales questions** remain the one exception: no account needed, ask away as a guest. ## Which department, and how urgent Opening a ticket asks you for a **department** and a **priority**. Neither is complicated, but both route your ticket, so: ![The Open Ticket page: department cards for My VPS is Down, Sales/Billing, and Support, with a Knowledge Base pointer above](https://vpsdime.com/knowledgebase/client-area/support/images/ticket-departments.png) - **Department.** Choose **Sales/Billing** for orders, invoices, refunds, and account questions, and **Support** for anything technical (a VPS problem, networking, configuration). If you're not sure, pick **Support**; we'll move it if it belongs elsewhere. - **Priority (High, Medium, Low).** Priority signals urgency, it isn't a queue you jump by always picking High. Use **High** for something genuinely urgent, like a VPS that's down or a suspected security issue. Use **Medium** for a normal problem that's blocking you, and **Low** for a question that isn't time-sensitive. Marking routine questions High doesn't get them answered sooner, and it makes real emergencies harder to spot. ## Writing a ticket that gets solved on the first reply The single biggest thing that speeds up support is a message we can act on without first asking you for more. Put this in the ticket up front: ![The ticket form: Priority and Department dropdowns, Subject, a Related Service selector, the message editor, and an attachments drop zone](https://vpsdime.com/knowledgebase/client-area/support/images/ticket-form.png) - **Which VPS.** Set **Related Service** to the VPS it's about, or include the hostname or IP in the message. - **What's wrong, exactly.** What you did, what happened, and the **exact error**, copied and pasted rather than paraphrased. "SSH times out" and "SSH says `Permission denied (publickey)`" are completely different problems with different fixes. - **When it started**, and whether anything changed just before, such as a reinstall, a firewall change, or an upgrade. - **What you already tried**, so we don't suggest it back to you. - **Attachments** if they help. The form takes images, video, PDFs, and log or text files, up to 50 MB. - **Your own words, not an AI transcript.** Paste exact errors and command output freely, machine output is gold, but **don't paste AI chatbot conversations or their suggested-fix essays** into the ticket. Our staff are senior admins who diagnose from real symptoms, and a chatbot transcript buries them in unrelated speculation they have to read through, which slows your fix. Use the AI to try fixing first, then tell us in one line what it helped you rule out. See [raising a ticket that gets solved fast](https://vpsdime.com/knowledgebase/getting-started/raising-a-support-ticket). We reply as quickly as we can, and genuinely urgent (High) tickets are looked at first. A precise, self-contained first message is what turns a problem into a one-reply fix instead of a three-message back-and-forth. ## After you submit: tracking and replying Your tickets are under **Support, Tickets List** (https://vpsdime.com/supporttickets), searchable by number or subject. You can reply there, or **just reply to our email**; both land in the same thread. ![The My Tickets list: each ticket with its date, department, subject, status badge, and a View Ticket button, plus a search filter](https://vpsdime.com/knowledgebase/client-area/support/images/tickets-list.png) ![The top of an open ticket: the subject, its submitted time, department, priority, and status, with Reply and Close Ticket buttons](https://vpsdime.com/knowledgebase/client-area/support/images/cropped/ticket-view-header.png) The **status** tells you whose turn it is: - **Open** or **Customer-Reply**: waiting on us. - **Answered**: we've replied and it's waiting on you. A ticket that sits in Answered isn't being ignored, it needs your reply to move. - **Closed**: resolved. Replying reopens it. ## Service status announcements ![The Service Status Announcements feed: dated incident posts, each with a Resolved badge](https://vpsdime.com/knowledgebase/client-area/support/images/cropped/announcements-top.png) **Support, Service Status Announcements** (https://vpsdime.com/announcements) is our feed of incidents, maintenance, and security notices, each marked with a state such as **Resolved**. If several things break at once, or a whole node goes unreachable, look here first: a posted incident means we already know and are working on it, so you don't need to open a ticket. It's also available as an RSS or JSON feed if you'd rather watch it. During an outage, the announcement is also where **estimated resolution times** are posted, as soon as our infrastructure team can give one, and updated as the work progresses. Worth saying plainly: opening a ticket to ask for a status update doesn't speed anything up, during an incident every available resource is already focused on restoring service, and the answer a ticket would get is the same one the announcement page already shows. Watch the page (or its feed), and save the ticket for something the incident post doesn't cover, like your VPS still being down *after* the incident is marked Resolved. ## Related questions - "How do I contact support?" - "How do I open a ticket, and do I need an account?" - "Can I open a support ticket without signing in?" - "Why was my guest ticket redirected to sign in?" - "Which department should I choose?" - "What does ticket priority do, and should I mark it High?" - "How do I get my support ticket answered quickly?" - "How long does support take to reply?" - "Where are my tickets, and what do the statuses mean?" - "Can I reply to a ticket by email?" - "How do I know if there's an outage?" - "When will the outage be fixed, is there an ETA?" - "Should I open a ticket during an outage?"