A support ticket is the most effective way to reach us. It is tied to your account, keeps the whole conversation in one place, lets you attach files, and never gets lost in spam.
Opening a ticket
| 1 |
Sign in at My MozOut and open Support → Open Ticket.
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| 2 |
Choose the department: Technical for site or e-mail problems, Billing for invoices and payments, Sales for new plans, Migration to bring a site from another provider.
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| 3 |
Write a clear subject and describe the problem. If you have more than one service, link the ticket to the right one — it saves us a question.
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Attach screenshots or receipts if they help, and submit. You get an immediate e-mail confirmation with the ticket number.
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A good subject versus a bad one
| Instead of |
Write |
| “Urgent” |
“Site example.com returning error 500 since 2pm” |
| “Not working” |
“Outlook will not send — receiving is fine” |
| “Payment” |
“Proof of payment for Invoice #0123/2026” |
Following up and replying
Every time we reply, you get an e-mail. You can answer in two ways, and both work:
| • Replying to the e-mail itself — your answer is added to the ticket automatically |
| • In My MozOut, under Support → My Tickets, opening the ticket |
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Always reply on the same ticket. Opening a new one for the same matter loses all the context already gathered, and the case starts from scratch — which slows things down rather than speeding them up.
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Viewing your history
Under Support → My Tickets you will find every ticket you have opened, with its status. By default the list shows active tickets — to see older ones, change the status filter to All or Closed.
| Status |
Means |
| Open |
Received, waiting for us to look at it |
| Answered |
We have replied — waiting on you |
| In Progress |
Being worked on right now |
| Closed |
Resolved. Replying reopens it automatically |
A closed ticket does not disappear: it stays in your history and can be read or reopened at any time, simply by replying.
