Traxio is designed so you can solve most things yourself, quickly and at any hour. When you need more, here’s where to go.
1. Search the knowledge base
Type the problem the way you’d describe it — “emails going to spam”, “500 error”, “connect my domain” — into the knowledge base search. Troubleshooting guides start from what you’re seeing, so describing the symptom works better than guessing the cause.
2. Follow a tutorial
If you’re trying to do something rather than fix something, the tutorials centre walks through it in order, including how to check it worked.
3. Check the status page
If several things stopped at once, or a site that hasn’t changed suddenly fails, look at the status page before debugging your own site.
4. Go to the help desk
The help desk explains what support covers and what it can’t do, and it’s where you open a ticket from. The help desk answers hosting and server questions. The AI help desk replies first, and if your ticket needs escalating, a person steps in. Either way, a good ticket gets a better answer:
- the domain involved
- the exact error text, copied rather than paraphrased
- what you’ve already tried
- when it started
What’s in scope
| Covered | Not covered |
|---|---|
| DirectAdmin features and how they work | Building or designing your website |
| Email, DNS and SSL on your account | Debugging your own code or plugins |
| Server errors and platform problems | Third-party services and registrars |
| Account and billing questions (client area) | Phone support, live chat, 24/7 staff |
Billing corrections, complaints, abuse reports and data protection requests go through the contact form, because the help desk can’t change accounts or make billing decisions.
Still choosing a host? How Traxio’s free hosting works explains exactly what the 30 free days include and what happens on day 31.