This article explains what MusiHost support covers, how to reach us, and what to expect. It applies to all three plans: MuseBasic, MuseDeluxe and MusePower.
Our job is to keep your hosting account working and to help you use it. We look after the servers your account runs on, and we help with your account, your domains and your billing. Questions about how your own website is built are usually outside what we can fix, but we will point you in the right direction and share what we can see, such as error messages.
How to get support
The best way to reach us is a support ticket. Tickets keep everything in one place, so you and our team can see the full history of your request.
| Channel | Available | Best for |
|---|---|---|
| Support ticket | Yes, all plans | Everything: account, hosting, email, domains and billing questions |
| Phone and live chat | Not offered | Please open a ticket instead |
You can open a ticket at any time, and we reply as quickly as we can. If your website or email is completely down, say so in the subject line so we can see it quickly.
What we help with
- Your account: logging in to your client area and cPanel, changing your plan, and questions about renewals.
- Hosting and cPanel: problems with your hosting account itself, such as a site that will not load because of a server issue, or help finding a setting in cPanel.
- Email: creating mailboxes, changing mailbox passwords and quotas, and setting up an email app with the right server settings.
- Domains and DNS: registering or transferring a domain, changing nameservers, and pointing a domain at your hosting.
- SSL certificates: making sure your website has a working SSL certificate for secure connections.
- Backups: helping you restore your files or email from an available backup.
- Moving to MusiHost: help moving your existing website and email to your new account.
- Billing: invoices, payments, payment methods and receipts.
What is not included
Some things sit outside hosting support. We will still try to point you in the right direction, but we cannot fix them for you:
- Your website's design and code: building pages, changing themes, writing or fixing code, and fixing plugins or scripts that you or a developer added.
- Third-party software: help using WordPress or other applications beyond installing them and checking the server side.
- Cleaning up a hacked website: we do not offer malware removal or website cleanup. If your website has been compromised, we can tell you what we can see on the server and help you restore a clean backup, but cleaning the site itself is up to you or a developer.
- Email on your own devices: we can give you the correct settings, but we cannot configure or troubleshoot every phone, tablet or email app.
- Services we do not host: email, DNS or websites that run with another provider.
Domains and billing
Domain registrations, renewals and transfers are handled through your client area, and our team can help if something goes wrong. Billing questions, such as an invoice you do not recognise or a payment that did not go through, are also handled by support tickets. Please do not send card details by ticket or email. We will never ask for them that way.
How to get a quick answer
The more detail you give us at the start, the faster we can help. Please include:
- Your domain name, and the email address you use to log in.
- What you were trying to do, and what happened instead.
- The exact text of any error message, or a screenshot.
- When the problem started, and anything you changed beforehand.
Things to note
- We can only discuss an account with its owner, or with someone the owner has authorised. For your security we may ask you to confirm your details first.
- Replying to a ticket reopens it, so please keep follow-up questions in the same ticket where you can.
- If a request falls outside what support covers, we will tell you, and we may suggest a developer or another service that can help.
Need to get in touch?
Log in to your client area and open a ticket under Support, then Open Ticket. If you cannot log in, email billing@musihost.com from the address on your account and tell us the problem.
