Support

Something not right? Tell us

Support is part of what you pay for. There is no ticket number, no queue in another time zone, and no charge for asking.

Email us

Best for anything that is not stopping you working. Include the address of the page and a screenshot and we can usually answer first time.

support@ecommweb.co.uk

Use the contact form

A good option if you cannot get at your email just now. It reaches exactly the same place as an email would.

Open the contact form

Ring us

Quickest for anything urgent, or for a problem that is easier to describe out loud than to type.

0778 778 1641

Out of hours emergency

Site down, email down, shop not taking orders, website on fire? Email this address and we are all told at once.

999 (at) ecommweb.co.uk

Servers are monitored round the clock, so quite often we already know. See the service level agreement for what we commit to.

Getting a quick answer

What to tell us

None of this is compulsory — ring us and say “it has gone funny” if you like. But the more of it you send first time, the less we have to come back and ask.

Email support

  • The address of the page

    The full web address of where you saw it, pasted from the browser bar. “The products page” can mean half a dozen different pages.

  • What you expected, and what happened

    Those two sentences are usually enough to tell us whether it is broken, set up differently to how you remember, or working as intended.

  • A screenshot

    It beats a description every time, especially for anything involving a layout, an error message or a number that looks wrong.

  • When and where you saw it

    If it only goes wrong sometimes, tell us when you last saw it and on which device or browser. That is usually the clue that cracks it.

Not a client yet?

Support is for people whose sites we look after. If you are not one of them yet, start here.

Start a project 0778 778 1641