Ticket, contact form or phone: which to use
Clients should open a support ticket in the client portal for anything about their website, hosting or bill. The contact form on oogle.net is for people who aren't clients yet. Phone and [email protected] are there when you can't sign in, and email is how you cancel a plan.
Applies to: Oogle client portal
On this page
If you're an Oogle client, open a support ticket in the client portal. It's linked to your account and your website, and it keeps the whole conversation in one place. The contact form on oogle.net is for people who aren't clients yet. Use the phone or email when you can't get into the portal, and email to cancel a plan.
Which to use
| You want to | Use |
|---|---|
| Report a problem with your website, hosting or DNS | A Website Support ticket |
| Ask for a change to your website | A Website Support ticket |
| Ask about an invoice, a payment or your account details | A Billing & Account ticket |
| Reach us when you can't sign in to the portal | Phone 833-336-6453 or [email protected] |
| Cancel a plan | Email [email protected] |
| Start a new website project (not yet a client) | The estimate page or the contact form |
Support tickets (clients)
Tickets are the main way clients get help. You open them in the client portal at my.oogle.net while signed in, under Support. There are two departments:
- Website Support: your website, Website Care, hosting, or another Oogle service on your account.
- Billing & Account: invoices, payments, payment methods and your account details.
A ticket lets you set a Priority, attach screenshots, and see every reply in one thread. Step-by-step: How to open a support ticket.
Tickets can only be opened while you're signed in. There's no email address that creates a ticket.
The contact form (not yet a client)
The contact form on oogle.net is for people who'd like help with a website but don't have an Oogle account yet. If you want a price for a new project, the estimate page is the place to start.
If you're already a client, you can still use the form, but a ticket is better for anything about your existing website: it goes straight to your account history.
Phone and email
- Phone: 833-336-6453
- Email: [email protected], our only public email address
These are the right choice when you can't sign in to the portal, for example if you've lost access to your two-factor authentication app, or if your website is down and you can't get to a ticket.
Email is also how you cancel a plan. The portal doesn't have a cancel option. You can open a Billing & Account ticket with questions about cancelling, but the cancellation itself goes by email to [email protected].
Response times
We don't publish response times for any channel. Outages and hosting problems come before other work, whichever way they reach us.
You'll know it worked when
- Ticket: it's listed under Support → Tickets on the Open tab, and replies arrive from Support at an address ending in @my.oogle.net.
- Email to [email protected]: our reply comes from an address ending in @oogle.net. A cancellation is always confirmed in writing.
If something goes wrong
- You can't sign in to open a ticket. Try Reset My Password on the sign-in page first. If that doesn't work, phone or email us.
- You emailed instead of opening a ticket. That's fine; we may ask you to open a ticket so the work is tracked on your account.
- You sent a cancellation and didn't hear back. Contact us again. Your cancellation counts from when you first sent it.
Next steps
- How to contact Oogle
- How to recognize an official Oogle message
Frequently asked questions
Is there a support email address?
No. There's no support email address that creates a ticket. Our one public email address is [email protected]; clients get the quickest help through a ticket in the portal.
How do I cancel my plan?
Email [email protected]. There's no cancel button in the portal. We confirm every cancellation in writing. See How to cancel a plan or service.
I'm a client but used the contact form. Is that a problem?
No, we'll still see it. For anything about an existing website, a ticket is better, because it's linked to your account and keeps the whole history in one place.