Chatting with our assistants and team

Live chat is the round pink button at the bottom right of our website and your account. It is the quickest way to get an answer.

Who you are talking to

You choose one of three assistants:

• Billing support for invoices, renewals and payments.
• Technical support for websites, email, DNS and your control panel.
• Sales for choosing a plan or a domain name.

They are AI assistants, and they say so. They answer using this Help Centre and our current plans and prices, so they are best at the questions this Help Centre covers. If one cannot help, or you would rather talk to a person, it passes your chat to our team.

Starting a chat

1. Open the chat and choose who you would like to talk to.
2. Check your name and email address. If you are signed in, we use the details on your account.
3. Press Start chat and ask your question.

Asking for a person

Choose Talk to a person under the message box, or in the ... menu. Our team is told straight away.

If somebody is online, they join your chat. If not, your chat and email address are passed on, and we reply in the chat or by email. You can close the page in the meantime. We do not promise a reply time in the chat itself, so for something urgent please also use the support options on our Support page.

What the assistants can do

Billing support (signed in) can explain your charges, show when your next invoice and payment fall, which invoices are unpaid and when a website would be paused, and give you the link to pay. With your say-so it can email you an invoice, turn automatic renewal on or off, or email you a password-reset link. Anyone can ask it how billing works.

Technical support can run a health check on your website or your email and tell you in plain words what is wrong and how to fix it. Anyone can ask for the settings to type into an email app, or have a domain's public DNS and email records checked. With your say-so it can issue your free security certificate, change your website's PHP version or limits, or clear its cache.

Sales can ask what you want to build, match you to a plan, work out the real cost (including the first-year price and what it becomes afterwards), check a domain name and give you the link to start your order.

All of them explain things from this Help Centre, and each one is an AI assistant that will bring in a person when it cannot help.

Anything that changes something needs your yes

When an assistant can fix something, it shows a card with a button that says what it will do and anything to watch out for. Nothing happens until you press the button. Only the signed-in account holder can press it.

The chat follows you

The chat stays with you as you move around the site, and across browser tabs on the same device. The assistant can see which page you are on, so you can say "this plan" or "this page". A badge on the chat button tells you when there is a reply you have not read, and clears everywhere once you read it.

What they cannot do

• They cannot see passwords or card numbers, and they will never ask for them. Please never type one into the chat.
• They cannot give refunds or credits, change prices, or edit an invoice. A person does that.
• They cannot log in to the server, open your files or change anything without your button press.
• If you are not signed in they cannot see any account details. Sign in and the same chat carries on.

Your privacy

Chats are saved so that you can come back to them and so that our team can help you. Our team may read them, and we check what the assistants have done. See our Privacy Policy.

Signed-in customers can choose Email me this chat from the ... menu to get a copy.

Troubleshooting