Troubleshooting
Raise a support ticket
How do I contact DNSMentor support?
Signed-in customers raise tickets from Support inside the platform, which attaches your tenant, plan and recent activity automatically so nobody has to ask for them. Trial accounts get the same route. If you cannot sign in at all, email us instead.
# From inside the platform
Open Support from the top bar, press New ticket, choose a category and describe the problem. Attaching the change reference or domain makes the first reply useful rather than a request for more information.
# What to include
- The change reference, if it is about a specific change.
- The domain and provider, if it is about a specific zone.
- What you expected and what happened instead.
- Never the credential itself — we will never ask for one, and a ticket is not a safe place for it.
# Response times
- Core and Team — next working day, UK hours.
- Practice — priority queue with a named contact.
- Anything where a client is currently offline is treated as urgent on every tier.
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Still stuck?
Raise a ticket from inside the platform and your tenant, plan and recent activity come attached automatically. A client currently offline is treated as urgent on every plan.