Open a ticket
The way to reach support. It goes straight to someone who can log into the server, and gives you both a permanent record of the conversation.
Support
Every ticket goes to someone who can fix it
No tiers, no scripts and no bots. The person who reads your ticket is the person with server access — and everything ends up in writing.
How to reach us
Support runs through the ticket system. If you are not a customer yet, email us instead — you should not need an account just to ask a question.
Knowledgebase
Step-by-step guides for email setup, WordPress, DNS, backups and the things people ask us most. Often faster than waiting for a reply.
Pre-sales email
Not a customer yet? Email us about plans, migrations or anything else before you buy. No account needed.
Quick links
Common things people need
- Webmail Read your email in a browser
- Billing & invoices View and pay invoices, update your card
- Announcements Planned maintenance and service notices
What to expect
When you will hear back
- Tickets Answered within a few hours during business hours.
- Site down Treated as urgent whatever time it arrives. Our monitoring often catches it before you do.
- Everything in writing Every ticket is a permanent, searchable record of what was asked, what changed and when.
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Questions
Frequently asked questions
Use the Account item in the Login menu at the top of this page, or go to your domain followed by :2083. Your username and password were emailed to you when your account was created. If you cannot find them, open a ticket and we will reset them.
Use IMAP, with your full email address as the username, your domain as both the incoming and outgoing server, port 993 for IMAP and 465 for SMTP, with SSL enabled. The knowledgebase has step-by-step guides for iPhone, Android and Outlook.
Log into cPanel, open Softaculous, choose WordPress and follow the prompts. It takes about a minute. If you would rather we did it, open a ticket and we will set it up for you.
Open a ticket and say clearly that the site is down. Those are treated as urgent whenever they arrive, and our monitoring often picks the problem up before you do. Everything runs through tickets so there is always a written record of what happened and what we changed.
Every account is backed up nightly and you can restore files or databases yourself from cPanel. If you need a full site restored, or something older than the retention window, open a ticket and we will pull it from our copies.
You already have one. AutoSSL issues and renews free certificates for every domain on your account automatically. If a certificate is not showing, it is usually because the domain is not yet pointing at us — tell us and we will check.
Yes, as a paid migration service — a one-time $299. Send us your current host’s cPanel or FTP details and we will copy everything across, usually overnight. You switch your nameservers only once you are satisfied the copy works. Moving yourself through cPanel costs nothing.
Through the billing area — use the Login menu at the top of the page, then Billing & Invoices. You can also set up automatic payment so renewals happen without you having to think about it.
Email sales@idlhost.com. The ticket system is for existing accounts, so pre-sales questions reach us by email and we answer them the same way.
Still stuck?
Open a ticket with as much detail as you can give us — error messages, screenshots, what you were doing when it broke. It reaches someone who can fix it.