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How to Get Support From 3by400

Our support goes through our ticket system, so every request is tracked and nothing gets lost in an inbox. Here's how it works.

1. Sign in

Go to our support page and sign in under Returning User with the login we set up for you.

No login yet? Client accounts are set up by our team. Email This email address is being protected from spambots. You need JavaScript enabled to view it. and we'll send you one.

Forgot your password or username? Use Forgot your password? or Forgot your username? on the sign-in page.

2. Open a ticket

  1. Choose Open New Ticket, or go straight to the new ticket form.
  2. Pick what you need help with:
    • Site Enhancement: new features, pages, or changes to your site
    • Site Access: logins, passwords, admin or FTP access
    • Site Error: something broken, slow, or not working
    • Email issue / addition: email delivery problems or a new mailbox
    • General Question: anything that does not fit the other options
  3. Add a short subject, like "Checkout button does nothing on mobile."
  4. Choose a priority. Pick Critical only if the site is down or payments are failing.
  5. Describe the problem or change, attach screenshots, and submit.

You'll get an email with your ticket reference.

What to include

Help us help you faster:

  • The page address where it happens
  • What you expected, and what happened instead
  • A screenshot, plus your browser or device
  • One issue per ticket, so nothing gets missed

3. Track the reply

We reply within 1 business day, in the ticket and by email. You can see all your requests under My tickets on the support tickets page.

What the statuses mean:

  • Open: we've got it and it's in our queue.
  • Follow up: you've replied, and it's back with our team.
  • Awaiting your reply: we've replied and need something from you.
  • Closed: resolved. Reply to a closed ticket to reopen it.

Site down?

Call 678-379-9321 as well as opening a Critical ticket.

Keep your email current

Ticket replies go to the email address on your account. You can update it, your name, or your password under Email & password in the support area.

Not a client yet?

Support tickets are for clients. To learn about our boutique hosting, available whether we build your site or you move an existing one to us, see Website Care & Hosting, or contact us at 678-379-9321 or This email address is being protected from spambots. You need JavaScript enabled to view it..

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