Contact THOST
We are a very small UK team. Support is by email and by the ticket form in the client area, and we reply as soon as we possibly can.
Email support
For questions before you buy, help with your account, or anything else.
Support tickets
Existing customers can open a ticket from the client area. Tickets are linked to your account, which makes account questions quicker to sort out.
Your services
Manage sites, databases, mailboxes and backups in the control panel, or read your mail in webmail.
How support works
THOST is run by a very small team. We do not have a phone line or live chat, and we do not promise a response time, because we would rather tell you the truth than quote a number we cannot always keep. What we do promise is that every email and ticket is read by a person who runs the platform, and that we reply as soon as we possibly can.
To help us help you quickly, include the domain name concerned, what you were trying to do, what happened instead, and any error message word for word.
Before you write
A few common questions are answered on the site already:
- Pointing your domain at THOST using our nameservers or an A record.
- Plan limits and prices, including mailboxes, storage and databases.
- Installing or moving WordPress.
- Setting up email in webmail or a mail app.
- Backups, PHP versions, payment and cancelling in the FAQ.
What to include for common problems
- Website not loading: the domain, the exact error or blank page you see, whether it started after a change (plugin update, DNS change, PHP version switch) and roughly when. If it is a WordPress site, say whether
/wp-adminloads. - Email not arriving or not sending: the mailbox address, whether the problem is incoming, outgoing or both, the mail app you use, and any bounce message you received, including its full text. Please do not send passwords by email; reset them in the control panel instead.
- DNS and domain questions: the domain name, where it is registered, and whether you are using our nameservers or your own DNS with an A record.
- Restores: the site or database name and the date you want to restore to. The last 3 daily backups are kept, so please write promptly. You can also restore yourself from the control panel.
- Billing: the email address on your account and the invoice number if you have one. Card details are handled by Stripe, so we never need them and will never ask for them.
Sales and pre-sales questions
Not sure which plan fits, or whether your site will run here? Email [email protected] with a short description of what you need and we will give you a straight answer, including "no" if we are not the right fit. We currently accept UK customers only.
Abuse and security reports
To report abuse originating from a site or mailbox hosted with us, or a security concern about the platform, email [email protected] with the details and any relevant logs or headers.