Support and getting in touch
What it is
The place where you communicate with us. You write a message and see the reply in the same place - you do not have to go hunting through your e-mail.
Why you need it
So that all your questions and our answers stay together, even six months later.
How to write to us
From your account (recommended)
- Log in to
ubytora.com. - In the left menu open Support.
- Click the button to write a message.
- Choose what it concerns: a general question, a technical problem or billing.
- Write the subject - briefly, what it is about.
- In the message field describe what you need help with. The more specific you are (what you were doing, what happened, what you expected), the faster we can sort it out.
- Click the send button.
Without logging in
If you cannot log in yet, use the contact form. The message is matched to your account by e-mail, so once you log in you will find it in the Support section too.
How it continues
- We notify you by e-mail when there is a new reply.
- You open a conversation in the Support section by clicking its row.
- You write your reply in the field at the bottom and send it.
- You can also open the same conversation with the link straight from the e-mail
- that works even without logging in.
Every conversation shows a state:
| State | What it means |
|---|---|
| In progress | We are working on it, you are waiting for our reply. |
| Resolved | We have closed the matter. |
You can still add to a resolved conversation for 3 days. After that it locks and you have to start a new one.
How quickly we reply
We reply within 2 working days. Our working hours are weekdays from 9:00 to 17:00 Central European Time.
For questions about a custom website we reply within 1 working day.
Where to look for a faster answer
Before you write, try:
- The documentation - guides for everything that can be set up. There is a search box at the top.
- FAQ - answers to what we get asked most.
Common problems
I cannot see a conversation I sent through the contact form. It is matched by e-mail. If you gave a different address in the form from the one you log in with, it will not be in the list - write to us and we will join them up.
I lost the link from the e-mail. It does not matter. Log in and open the Support section - the same conversation is there.
I cannot write in a conversation. It was resolved more than 3 days ago and is locked. Start a new one with the write a message button.
I want to talk to a person on the phone. We do not provide phone support - we handle everything in writing so there is a record. For more complicated matters we can arrange something else, just write to us.