Choosing the best way to reach us
Different questions are best answered in different places. Use the right channel and you will usually get a faster, better answer.
| You want to... | Best channel |
|---|---|
| Ask about plans, domains or services before you buy | The contact form above, or call +254 101 100 315 |
| Get help with an existing service, invoice or domain | A ticket from your client area, so we can see your account securely |
| Request a refund | A ticket with your invoice number and the reason; see the refund policy |
| Report an abuse or security issue | A ticket marked urgent, with the domain and details |
| Arrange a website migration | The contact form with your current host and domain; see free migration |
What to include in your message
A little detail upfront saves a round of questions:
- For sales questions: what you are building, expected visitors, and whether you have a domain.
- For support questions: the domain name, the service, what you expected and what happened, and any error message.
- For billing questions: the invoice number and, for M-Pesa payments, the transaction code.
- For migrations: the current host, the type of site, and any email accounts to move.
Before you contact support
- Check that your invoice is paid and your service is active in the client area.
- Check that your domain has not expired. See what happens if a domain expires.
- Try your site in a private window to rule out browser caches.
- Note the time the problem began and anything you changed.
Many common questions are answered in our guides, such as what cPanel is, common website security mistakes and what happens if hosting expires.
What happens after you send a message
- Your message is received by our team and read by someone who can answer it, not by an automated menu.
- We reply to the email address you provided, so check that it is spelled correctly and look in your spam folder.
- For account matters we may ask you to continue in a support ticket, so that we can look at your service details securely.
- If you are choosing between plans, we will recommend one and explain why, and you are free to choose differently.
If your question is urgent, such as a site that is down, call +254 101 100 315 and open a ticket as well, so that the details are on record.
Where to find us
Elitehost Cloud Limited is based in Nairobi, and the map above shows our location. Most of our work is done online, so for support and account questions the ticket system is the fastest route, and it keeps a record of everything we discuss. If you would like to talk through a project, whether it is moving a website, planning an online shop or choosing between a VPS and cloud hosting, use the form or call, and tell us a little about what you are trying to do. A short description, the domain name and any deadlines are usually enough for us to give you a useful first answer, and to say plainly if another provider would suit you better.
Working hours and urgent issues
You can open a ticket at any time and it will be waiting for us. For urgent problems, such as a site that is completely down or a suspected compromise, say so in the subject line, give the domain name and the time the problem began, and include a phone number where you can be reached.
Frequently asked questions
Can I pay by M-Pesa if I do not have a card?
Yes. Invoices are in Kenyan shillings and can be paid by M-Pesa or card from your client area.
I paid by M-Pesa but my service is not active.
Open a ticket with your invoice number and the M-Pesa transaction code, and we will match the payment to your invoice.
Do you work with agencies and resellers?
Yes. See reseller hosting, or contact us with the number of client sites you manage.
Can you help me choose a plan?
Yes. Tell us what you are building and we will recommend the simplest plan that fits.