Author MarionBlack
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In this video I'm going to walk you through submitting a support ticket to Site Support. Site support is only for technical issues with your website or your domain specific email.

If you have other problems that are not related to the techie stuff then click this link to find other ways to get help.

There are two ways to find Site Support. From the menu on the left click on Websites and you'll find site support at the bottom of the card. Or click on Help Center in the menu on the left and you'll find it there.

Please bookmark this page 'cos you may need it one day.

More Training by Marion Black - Sorted

As always I'm here to help you,

Please share the love, click 'Like This' (if you do). Ask a question, share something or leave a comment.

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Recent messages
DavidPadkin8 Premium
Hallo Marion
Thank you for the video on Help Technical WA Help are most Prompt as is Kyle.
Be Blessed
David
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DebbieRose Premium
Great basic information that everyone needs to know. Thank you.
Debbie
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MarionBlack Premium
Thanks Debbie
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LouisaB Premium
Thanks Marion for this valuable information!
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MarionBlack Premium
You're very welcome Louisa.
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QAVAVO Premium
Thanks for the information
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MarionBlack Premium
You're welcome, Taniela.
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GinaGo Premium
Thank you Marion. ~Gina
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MarionBlack Premium
You're welcome, Gina.
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dmpatt Premium
Great, I couldn't figure out how they answered. Thx
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MarionBlack Premium
I'm glad this helped, Donna.
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Flash4 Premium
I can do that! ☺
Thanks Marion, nice and plain.
Cheers Jae ☼
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MarionBlack Premium
You're welcome Jae
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TeamIceCream Premium
Awesome, thank you Marion! ;-)
Sharlee (Chocolate IceCream)
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MarionBlack Premium
It's always a pleasure :)
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David1967 Premium
Thank You Marion, you cleared a few things up, related to our new site support.
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MarionBlack Premium
I'm always happy to help.
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RAFStuart Premium
Always found the support team very helpful and super quick.
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MarionBlack Premium
Yes, they are very quick to respond.
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ElaineSmith1 Premium
This is something I have bookmarked because I could always use it. Thanks Marion!!!

Tried and True

Elaine
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MarionBlack Premium
Thank you, Elaine.
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VeronicasLuv Premium
I'm still amazed at how quickly I receive a reply from Site Support. I think there are many corporations who could learn a lot about giving excellent customer support from the amazing Wealthy Affiliate Site Support team.
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MarionBlack Premium
Yes, they do respond very quickly. The first time I had to contact Site Support I was completely blown away by the fast response.
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celiacman Premium
Hello Marion
I am very happy you shared this training, I know I was a member for quite some time before I even knew you could submit a support ticket and I had no idea how to do it for a very long time
Jeff
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goaloptions Premium
Hi I am not able to log in to my awesomebuerst.com website. I get an error message when I try to login. Thanks for your help
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MarionBlack Premium
Contact Site Support. They'll be able to help you with this.
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JawaidKhan1 Premium
Hi everyone.
Where do I find the verification code for the domain I just purchased? I want to transfer to to WA but it is asking for the verification code.
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MarionBlack Premium
If you've just bought a domain name from another domain name registrar then you need to point the DNS (Domain Name Servers) to Wealthy Affiliate. Transferring a domain name only transfers the registration of the name and you would need to pay for an additional year. You need to be a premium member to have your own domain name website hosted at Wealthy Affiliate. Starter members can only have a SiteRubix subdomain hosted.
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CarrLLC Premium
I'm old, I'm tired, and running low on patience. I've been trying to figure out where my theme is on the new website I just built. I did this years ago on Weebly and it worked fine! Just cut and paste! I can't seem to get this. My theme is nowhere to be found. All I see is "Hello world". Need my blood pressure pills!
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MarionBlack Premium
Just follow the lessons from the green button on the left. It will all fall into place soon.
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CarrLLC Premium
Ok, thanks.
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CDirks1 Premium
Well, I believe I'm going to have to use this today! Thanks for showing us how to do this!
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MarionBlack Premium
You're welcome Chad.
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rockbro7 Premium
Thanks for your assistance.
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Wilson1133 Premium
Unfortunately, I need this T.T .
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Balloons29 Premium
Thanks, friend. I stuck the question in both places. But remember in future.
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BetterDays2C Premium
Maurene,
I am sorry you are having so much trouble. I woke up this morning to a ton of problems myself. I spent the whole day trying to resolve therm and still have not got them resolved! I am too tired to stay up tonight, but tomorrow I will see if I can help you in any way. Just know that I do not think it is Hovers fault. I will explain more on that tomorrow. Good Night. I will be in touch tomorrow.
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maurene Premium
I was trying to do this in the throws of the flu. Im feeling better so went back to Hover to check it out and I actually put the NS1 and NS2 info on the wrong lines. Hopefully now that I fixed that .... it will work. I hope you have resolved your problems. Thanks for taking the time to help me. Hopefully some day I will be able to return the favor.
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markuswil Premium
I contacted support last week and they had an answer for me within ten minutes
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MarionBlack Premium
Fast and efficient :)
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maurene Premium
I'm spinning my wheels and getting extremely frustrated. My domain is from Hover (bought it a few years ago). went inand changed the Nameservers twice now and nothing has happened. The first time was over 3 days ago. I talked to Hover and they suggested I changed it back to their DNS and then put your's back in. Still nothing. He said it should be up in about 30 minutes but it's been an hour. Will wait a couple more hours. I took the Nameserver info from your website. Any suggestions or is there a support area I can contact someone to help me? I've been trying to get past Course 1 Lesson 2 for the past 3 days. Thank you
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markuswil Premium
Hi here is the link for support they should be able to help you
https://my.wealthyaffiliate.com/websites/support
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MarionBlack Premium
Does your website have any content on it Maurene? If so then you need to do a lot more than just change the DNS. The website's files will be on the server at Hover. You need to back up the files and save them on your computer then contact WA Site Support and ask them to help you move your website to WA.

Watch the video above so you'll know how to contact Site Support.

You'll find the correct DNS settings for WA at
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BetterDays2C Premium
Maurene,
Hi! I also transferred domains from Hover. The first time it took almost 2 weeks! I had to figure out what I was doing wrong! I actually wrote training on this, but have not had time to get it up. So I will try to walk you through it.
#1)Find the domain you want to transfer if you have more than one
#2)Put a check in the tiny box in front of the domain name
#3)Hover over the domain name; 2 boxes will appear - edit and renew
#4)Click edit
#5)A page will open for the domain name under "Domain Details".
A)1st is "Auto Renew" - make sure this is "off"
B)2nd is "Transfer Lock" - make sure this is "off"
C)3rd is "Whois Privacy" - make sure this is "off"
If they are "on", a light green box will open and say "are you sure you want to disable Whois/Transfer Lock/Auto Renew for this domain name? CLICK THE YES BOX
D)Forward the domain - DISREGARD THIS! You don't need to do anything
E)Nameservers - Here you need to put in #1) ns1.mywahosting.com and #2) ns2.mywahosting.com -- If you have Hover nameservers or other nameservers listed here, you need to add WA nameservers BEFORE you delete the others. Just go to the box below the listed nameservers and ADD WA servers.

Once you have completed all of this, be sure to SAVE in the bottom right hand corner of the light green box

F)DNSSEC - do nothing
G)GLUE Records - do nothing
H)Authorization Code - This is where you will retrieve your code to put into the box in WA for the Transfer
I)Make sure your Registration Records are correct- if not, correct them and save.

If you follow these steps, it should only take a few minutes to transfer your domain. If you get stuck, let me know. I will help you. I made many mistakes the first time, but the next couple of times were a breeze!
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MarionBlack Premium
Hi Connie,

Your instructions are very comprehensive and will help if Maurene wants to transfer the domain name from Hover to WA. However if what she wants to do is move the actual website with all its files, posts, pages, comments and images then she needs to follow my instructions above.
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maurene Premium
All I have is the domain name at Hover ... no existing site. Followed the instruction and still nothing. I registered 2 more business names from Name Silo so am going to start learning on one of those. I came down with the flu in the midst of all of this so my patience has been on the short side. Hopefully it will show up soon.
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maurene Premium
Still nothing. Registered another URL the other day so I cam going to start learning from that website. I'll let you know when it finally shows up. Thanks again for all your help. Definitely won't use Hover for domain names again. My new on is from Name Silo and saw instructions in the Help area.
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MarionBlack Premium
Are you sure you're entering the right DNS (Domain Name Servers)?
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maurene Premium
Hopefully it will start working soon. The last time I messed with the Nameservers in Hover I transposed the No. 1 and No. 2. I know I didin't do that the first time I had a problem. Hopefully this will take care of the problem and I can start moving on to Lesson. 2.
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MattinaM Premium
thank you, Marion. This is very helpful for my situation.
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MarionBlack Premium
That's great.
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canoz Premium
Thank you Marion. Every time I search for an issue I am having I find something simple presented by you. Easy, quick, and helps me move forward.
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MarionBlack Premium
You're welcome Heather.
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canoz Premium
And it was FAST!! I can't believe I put the question in and got a response within minutes. I'm on the move again because they could allow my site to use the license key outgoing.
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Ozzieissac18 Premium
Remarkable and here I am still with no answer...
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MartinS777 Premium
Thank you so much Marion. Have a great day.
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JeffBoivin Premium
Thanks Marion to explain the way to communicate with tech support. My "old" memory needs help from time to time :)

Best Regards, Jeff
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MarionBlack Premium
Sometimes I make these videos to help me remember what to do :)
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JeffBoivin Premium
I like your strategy Marion :) I will adopt it lol

Cheers, Jeff
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YKing Premium
Thanks Marion for showing me how to get to the root of the problem. I'll give it a go now.
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MarionBlack Premium
I hope you get it fixed soon.
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JanWB Premium
Thanks Marion, great comment also at the end:)
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MarionBlack Premium
Glad I could help Jan
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Megastar Premium
Thank you Marion.
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MarionBlack Premium
Thanks Leo.
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DoctorJ Premium
Thank you Marion. However, in the support ticket area, I am not able to even select my website domain. It's as if it does not exist at all. Therefore, I cannot even select a category. Are there any contact phone numbers for anyone on this portal for emergency issues like this?
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MarionBlack Premium
Create a subdomain and select that to get you started with support. Once you're able to submit a ticket you can explain exactly what the problem is.
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DoctorJ Premium
Tried that too Marion. Nothing is working and I still have not received a response from Kyle or Carson. Is there a phone number to contact support? I really need my website back up. I spent an extreme amount of time getting it to that point.
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MarionBlack Premium
Did you back up your website? If you have a backup it will be relatively easy to restore it.
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DoctorJ Premium
I got it fixed Marion. However, doesn't WA backup the site for premium members?
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MarionBlack Premium
I only trust myself when it's this important The only time I asked for a site to be restored WA's backup was older than mine.
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DoctorJ Premium
How did you back up your site on your own separate from WA?
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DoctorJ Premium
Thank you. I will check it out.
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silah77 Premium
Thanks Marion, this is a great help.
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MarionBlack Premium
You're welcome Darusila.
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viyee Premium
Hi Marion, Thank you very much for the training. Very helpful.
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MarionBlack Premium
You're welcome Peony.
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LearningJohn Premium
my website dissapeared from my websites list so I can't select it to ask a question to the support team is there any other way to contact them?
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MarionBlack Premium
getmoneyincollege.com was registered on June 30, 2016. It has private registration and is hosted at WA. It should be in the list of websites when you go to Site Rubix Site Manager. Have you installed WordPress on the site? Have you been adding content? Can you log in?
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LearningJohn Premium
No, I can't it has dissapeared from the list of websites in my SiteRubix Manager so I can't login nor add content. I was able to add content and I already had to posts and a few pages on my websites with Wordpress.
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MarionBlack Premium
Try sending a private message to Carson. Go to his profile page and click on Private Message. He will respond as soon as he can (he gets lots of messages). https://my.wealthyaffiliate.com/carson
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MILTONKADLER Premium
Thanks for that Marion, no one could really tell me how to get a support ticket. lol. I should have checked my website manager first haha. How easy. Am having problems logging into my ATmail , can't get in, cheers
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MarionBlack Premium
I've had that problem too and Support fixed it for me.
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MILTONKADLER Premium
I contacted Support about it and was expecting a long wait, they got back to me within 2 minutes and the whole thing was sorted in less than 15 minutes. I was impressed. They have an amazing Support System,
Milton
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debra2222 Premium
I am unable to send a support ticket. It won't send. I am in desperate need of help with my email. After setting up my website with my own domain name and moving my nameservers, now all the email people send me is bouncing back. I need to keep my existing gmail account and don't want WA to host my email. How do I fix this? I have no idea what to do.
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MarionBlack Premium
There's no reason why you can't keep your gmail account. I have one as well as having domain specific email accounts for all my websites. What email address are you using that is bouncing the emails?
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debra2222 Premium
I'm using my business address debra@abreezeaccounting.com. I'm sure there's a way to do it. The problem is I can't figure it out and I'm unable to get support. The support ticket function isn't working for me and I need help now.
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MarionBlack Premium
Your domain name is registered at GoDaddy and your hosting is at
Name Server: http://NS67.DOMAINCONTROL.COM
Name Server: http://NS68.DOMAINCONTROL.COM
The nameservers are not pointing to Wealthy Affiliate.

The nameservers for WA are
http://ns1.mywahosting.com
http://ns2.mywahosting.com

At the moment your website is unreachable. Perhaps you made a mistake when you changed the nameservers. Or maybe it just needs time to propagate. When did you change the nameservers? It can take up to 48 hours.
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debra2222 Premium
I changed the nameservers back from the WA ones because my email was getting bounced, per the advice from my IT guy. He advised me not to change the nameservers and instead to point the IP address to the DNS and showed me how to do that. We have the email problem fixed and I need to know the IP address so I can point the DNS in the right direction.
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JenCruz Premium
I am trying to build my first website but I keep getting an error on Step 4. It says Oops! We ran into an error on our side and we're working on a fix
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MarionBlack Premium
Maybe you've missed something in the previous steps. Wait for a little while and try again with a different domain name.
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JenCruz Premium
I will do that. Thank you
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cosmicradio Premium
Thank you, Marion! I need this right now, as I cannot access my web site. Appreciate the tutorial approach-Rick
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MarionBlack Premium
They'll fix it for you Rick, they're awesome.
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AlejandraB Premium
Thanks Marion for sharing this helpful video.
Alejandra.
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MarionBlack Premium
You're welcome Alejandra. You'll get the help you need FAST.
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WilsonJeremy Premium
Thanks Marion!

:-)

Wilson
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MarionBlack Premium
You're very welcome Wilson.
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WilsonJeremy Premium
:-)
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VickyBangle Premium
Thank you this video was a great help.
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MarionBlack Premium
I'm always glad to help when I can. :)
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I created a website managediabetes but now cannot locate it so that can work on it
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MarionBlack Premium
Click the light blue 'SiteRubix' button on the left then click on Site Manager. You'll find your new website there for you to log in.
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vavasan Premium
Hi, yesterday I moved my website to WA. Now everything is gone, or not traceable, I did ns point to WA, checked if that was propagated, yes it was in my list and I logged into the sites admin (wordpress) and worked in the site. Now I am trying to get to the site and I get a message from WA cheapreliablehostings.com needs content. I am flabbergasted. Where is my site?
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MarionBlack Premium
You had me worried for a moment. It looks like your website survived the transition except for the feature images. You may need to go back to each post and put them in again.
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donwardle Premium
Thanks for getting me started. I am moving several websites to WA.
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MarionBlack Premium
That's good to hear.☺
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afred Premium
thanks Marion for helpful video!~Amy
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MarionBlack Premium
Thanks for watching Amy.☺
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KRiches Premium
I can attest that Website Help is prompt in fixing your problem, and like Loes said, knowing that you can screenshot your problem proves to be very helpful with speeding up getting the problems solved. Great job!
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MarionBlack Premium
WA support rocks!
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Loes Premium
Hi Marion, I see you can send screenshots too, with a support ticket now, thanks for the explanation, I bookmark you, because I see sometimes this question come by, Loes
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MarionBlack Premium
Thanks for bookmarking Loes. :-)
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judebanks Premium
Thanks, Marion. I'm sure it will help many people with the first time they need to put in a support ticket. I shall send them to your training. ~Jude
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MarionBlack Premium
Thanks Jude. Hopefully not many people will need it because the hosting here is great. I'm really impressed with the speed and helpfulness of the support team. ~Marion
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judebanks Premium
I agree. ~Jude
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