The support centre

Do you have a question, or is something not working? In the Support centre of My WebOké, you'll find all the help you need in one place: the AI assistant, the knowledge base, your tickets and the check for whether your IP address is blocked. You open it via Support centre in the menu on the left.

The tabs

At the top are the tabs (1). They're the same on every screen of the Support centre:

• Summary: the home screen you see above.
• Knowledge base: hundreds of articles with explanations, from e-mail settings to DNS.
• Guides: the comprehensive guides, like this one.
• Submit a ticket: ask our support team a question. See Submitting a ticket.
• My tickets: all your tickets and the replies. If a ticket is waiting for your response, a number appears next to it. See Tracking, replying to and closing your tickets.
• Am I blocked?: check whether the firewall of one of our servers is blocking your IP address. See Am I blocked? Release your own IP address.

Start with the AI assistant

The blue card at the top is the quickest way to get an answer. Type your question in the field (2) and press Enter or click the button with the paper aeroplane icon. The AI assistant then opens with your question. Use the button with the picture icon to attach a screenshot, handy for an error message. The assistant knows the entire knowledge base and also helps you find the cause of a problem. You can read how this works in The AI assistant: what can it do for you?.

Below the field are two buttons: Submit a ticket and Open the knowledge base.

Recent tickets and popular articles

Under Recent tickets (3), you'll see your last two tickets and their status. Click All tickets to open the full list. If you've never submitted a ticket yet, this will say that you don't have any tickets yet.

Under Popular in the knowledge base (4), you'll find the most frequently read articles. Click a title to open the article.

WhatsApp

At the bottom is the green bar about WhatsApp (5). Click Open WhatsApp to start a conversation with our support number. Your message reaches the same team as a ticket would.

Support on the website

You can also find help if you're not logged in. On the website, you'll find Support in the menu at the top. This includes the Knowledge base (1), Contact us (2) to submit a ticket without an account, and Status (3) with outages and maintenance. On the right is Message us on WhatsApp (4) for WhatsApp.

The same menu includes Enter action code. Some of our e-mails contain a personal link with an action code underneath it. If you don't trust the link, type the address of our website in yourself, choose Enter action code and paste the code. This takes you to the same page as the link would.

Tip: has something suddenly stopped working? First check Incidents and maintenance to see whether there's a known outage or maintenance. If your e-mail or website only isn't working for you, check Am I blocked? Release your own IP address.