Contacting Customer Care

You can contact Leaseweb by creating a ticket from the customer portal, sending us an email, starting a live chat, or by calling us. Please find below detailed instructions on how to reach us.

For existing customers, we recommend that you contact us by creating a ticket from the Leaseweb Customer Portal. It is the most secure way, and we could give you a faster response.


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Tickets

The recommended and most secure way of contacting us is by creating tickets from the Leaseweb Customer Portal. This is also the fastest way we can resolve any issue or share with you solutions. 

There are 2 ways in which you can create tickets:

1. From the specific server's Details page, when you click Create Ticket under Actions, the ticket is automatically linked to the server.

2. From the Tickets section under Support (on the left panel), when you click Create Ticket, you can select wider range of topics to contact us about.


Creating tickets for a specific product

Perform the following tasks to create a ticket for a specific product/service:

  1. Login to the Leaseweb Customer Portal. 
  2. Under All Products (or from the Dashboard), find the product for which you want to create a ticket, and click the Details icon next to it. 


  3. In the server's Details page, under Actions, click Create Ticket


  4. The Create new ticket page displays. The Server ID field is already populated (this ticket is now automatically linked to the server).


  5. Select the department you want to send this ticket to (such as Support, Security, Sales, Administration, Feedback, or CDN)


  6. Select a Topic to indicate what this ticket is about. Add a Subject, fill in the other fields, and add any message you have in the Message text box. 
  7. To attach files to this ticket, click the Attach files icon. 
  8. Click Submit Ticket.

    Once your ticket has been submitted, you can track it from the Tickets section under Support (on the left panel).



Creating tickets for a generic topic

Perform the following tasks to create a ticket for any generic topic:

  1. Login to the Leaseweb Customer Portal. 
  2. Under Support (on the left panel), select Tickets
    The Tickets page displays.


  3. Click the Create new ticket button.
    The Create new ticket page displays.


  4. Select the department you want to send this ticket to (such as Support, Security, Sales, Administration, Feedback, or CDN)


  5. Select a Topic to indicate what this ticket is about. Add a Subject, fill in the other fields, and add any message you have in the Message text box. 
  6. To attach files to this ticket, click the Attach files icon. 
  7. Click Submit Ticket.

    Once your ticket has been submitted, you can track it from the Tickets section under Support (on the left panel).


Recommended best practices for creating tickets

Before you create any ticket, please check the Leaseweb Knowledge Base. It contains most of the information you are looking for. Also please check the Leaseweb Service Status to see if there is any scheduled maintenance or outage that may affect your product/service.

Before you click "Submit Ticket"

It is imperative that your support request contains all necessary information for it to be processed as efficiently as possible. Please consider the following:

  • Select (or specify) the product your request is about
  • Provide any usernames / passwords necessary for us to assist you. If you prefer not to share your current password, we recommend that you change it first, create a separate account, or ask for our public SSH key.
  • For dedicated, virtual, or colocated servers, let us know if we may perform a reboot if necessary
  • In case of a hardware error, help us identify the hardware by selecting (or providing) the serial number.

Tickets with different departments

Depending on the nature of your request, your ticket may be forwarded to another department. If your request requires multiple actions from different departments, your ticket may be split into multiple tickets that can be handled in parallel for maximum efficiency and minimum time-to-fix. In this case, you will always be notified. Please, always track the ticket number corresponding with your request.

Multiple issues within a single ticket

Leaseweb discourages you to report multiple unrelated issues in a single ticket - which can easily lead to confusion. Reusing old tickets by replying to them is also strongly discouraged. In case you need to refer to an issue that is older than one week, all that you need to do is specify the original ticket number in your new request. 



Email

You can email any of Leaseweb's listed contact addresses to create a ticket. For contacting Leaseweb Customer Care, please send an email to customercare@leaseweb.com.

For contacting other departments (per entity), please see our Contact Us page on our website. 

For security reasons, the support request received by email will only be processed when sent from a known (registered) email address. Leaseweb recommends you to set up a backup email address with a third-party provider, and update this as your secondary contact address when updating your details in the Leaseweb Customer Portal, in case your primary address becomes unavailable.

Please be aware that our ticketing system will ignore any reply-to: email headers. Replies will always be sent to the original sender.

For existing customers, any communication you send through email can be tracked from the Leaseweb Customer Portal. You can track it from the Tickets section under Support (on the left panel).


Telephone

When you contact us over phone, please keep your customer number handy. We will need it to respond to any telephone inquiry. If you are calling regarding an existing ticket, please keep the ticket number ready.

To see our phone numbers (per entity), please see the contact information page on our website.


Live Chat

You can chat with us from the Leaseweb Customer Portal or from our website.

  1. From the website:
    Click the Chat with us button to initiate a Sales-related chat with Leaseweb.

    Website chat is only related to Sales inquiry. For contacting any other department, please use the live chat from the Leaseweb Customer Portal.

  2. From the Leaseweb Customer Portal:
    In the Dashboard, under Support, click the Chat box to start a live chat. You can select which Department you want to chat with.