What to include when you contact support

Applies to: All plans (Self-Managed and Managed).

The fastest way to get your issue solved is to give us enough detail to reproduce it on the first reply. A message that says "my site is down" needs several back-and-forth questions before we can even start. A message with your domain, the exact error, and a timestamp often gets fixed straight away. Use the checklist below every time you start a chat or email.

The essentials (include these every time)

What to include	Why it helps	Where to find it
Your domain name	Ties the issue to your specific account and DNS zone	The domain you are having trouble with, e.g. `example.ie`
The exact error text	Lets us search logs and identify the cause	Copy and paste it word-for-word — do not paraphrase
When it started (a timestamp)	Lets us match the error to server logs	The date and time you first saw it, with your timezone
What you were doing	Tells us which system is involved	e.g. "loading the homepage", "sending email", "paying an invoice"
What you already tried	Saves us repeating steps you have done	e.g. "cleared cache", "tried another browser", "restored a backup"
Steps to reproduce	Lets us see the problem ourselves	The exact clicks or URL that trigger it

Copy the error exactly

Paste the full error text, not a summary. A "500 error", a "508 resource limit reached", a database connection error and an SSL warning all look like "the site is broken" but have very different causes. The precise wording — and any error code or reference number — points us straight at the right log.

If you can, add a screenshot showing the whole browser window, including the address bar so we can see the exact URL.

Tell us where the problem is

Maxinodes uses a few separate systems. Telling us which one helps us route your request:

Website / files / databases — these live in cPanel (the hosting control panel).
Billing, invoices, services, payments, support — these live in your client area at my.maxinodes.com.
DNS records and nameservers — DNS is Maxinodes-managed, on our own nameservers, and you edit records in the client area, not in cPanel.
Email — mailboxes are resold Microsoft 365 or Google Workspace and are managed in their own admin console, not in cPanel. If your issue is sending or receiving mail, say which provider you use.

Extra details that speed things up

Depending on the issue, these save a round-trip:

For a website problem: the affected URL or page, whether it affects all visitors or just you, and whether it is intermittent or constant.
For email: the sender and recipient addresses, whether it is sending or receiving, and any bounce-back message (paste it in full).
For DNS / domain: the record you are trying to change, and whether the domain's nameservers are already pointed at us (ns1.maxinodes.com and ns2.maxinodes.com).
For billing: the invoice number and the payment method. You can pay by PayPal, card, bank transfer (SEPA) or cryptocurrency.
For a migration request: your current host, the control panel they use, and the login details when we ask for them. Migration is free on every plan.

What you do not need to send

Never send your full password in chat or email. If we need access we will reset the password from the service page in your client area, or ask you to use a secure method. We will never ask for your client-area or PayPal password.
You do not need to diagnose the cause yourself — just describe what you see.

A good example

Domain: example.ie Error (exact): "HTTP ERROR 500 — example.ie is currently unable to handle this request." Started: today around 14:20 (Irish time), straight after I updated a WordPress plugin. What I tried: disabled the plugin via FTP, cleared LiteSpeed Cache — still broken. To reproduce: visit https://example.ie/ in any browser.

That message tells us the domain, the precise error, a timestamp, the likely trigger and the steps to reproduce — enough to start fixing immediately.

Result: With these details in your first message, we can usually act on your request without asking for more information.