Response times
We aim to respond to all support tickets within 24 hours on business days. Priority tickets (Business and Premium plans) are typically answered faster.
Support Centre
How can we help?
Browse the knowledge base, check common fixes, or open a support ticket if you're stuck on something we can help with.
Support options
Knowledge Base
Step-by-step guides covering DirectAdmin, email setup, WordPress, domains, and more.
Browse Knowledge BaseSupport Tickets
Open a ticket for hosting, email, or server issues. Available on Personal, Business, and Premium plans.
Open a TicketCommunity
Connect with other Traxio customers. Ask questions, share tips, and learn from the community.
Visit CommunityAnnouncements
Check for planned maintenance, platform updates, and service notices that may affect your account.
View Announcements✅ We can help with
- ✓ Hosting account issues
- ✓ Email setup and configuration
- ✓ Server errors and downtime
- ✓ DirectAdmin control panel
- ✓ Domain DNS configuration
- ✓ SSL certificate setup
- ✓ FTP / SFTP connection issues
- ✓ Database access problems
- ✓ Billing and account queries
❌ Outside our scope
- ✗ Website design or coding
- ✗ WordPress theme or plugin issues
- ✗ Third-party application support
- ✗ PHP script debugging
- ✗ SEO or marketing advice
- ✗ Custom software configuration
- ✗ Email marketing platforms
- ✗ External DNS providers
Knowledge Base
Popular help articles
Most common questions have answers in our knowledge base. Start here before opening a ticket.
How to log into DirectAdmin
Find your control panel URL and login credentials from your welcome email.
Installing WordPress via Softaculous
Step-by-step guide to getting WordPress live on your domain in minutes.
Set up email in Outlook or Apple Mail
IMAP and SMTP settings for connecting your Traxio email to any email client.
Enabling a free SSL certificate
Turn on HTTPS for your website using Let's Encrypt through DirectAdmin.
Uploading files via FTP
How to connect an FTP client like FileZilla to your Traxio hosting account.
How to transfer a domain
A walkthrough of the domain transfer process from start to finish.
Managing DNS records
How to add, edit, or remove A, CNAME, MX, and TXT records for your domain.
Changing your PHP version
Switch between supported PHP versions from DirectAdmin to suit your application.
Creating a MySQL database
Set up a new database and user through DirectAdmin for your web application.
How to upgrade your hosting plan
Upgrade from the free plan or move between paid plans from your client area.
Requesting a backup restore
How to request a restore from your automated hosting backup via a support ticket.
Managing email spam filtering
Configure SpamAssassin settings and manage email filtering through DirectAdmin.
Support expectations
What to expect when you contact us
We're a small team, not a call centre. Here's how our support actually works.
Support hours
Support tickets are monitored Monday to Friday, 9am–6pm GMT. Tickets submitted outside these hours will be picked up the next business day.
What to include in a ticket
The more detail you provide, the faster we can help. Include your domain name, error messages, what you were trying to do, and any steps you've already tried.
Free plan support: Free plan customers have access to our knowledge base and community forum. Ticket-based support is available on paid plans. If you need direct support, upgrading to the Personal plan at £2.99/month is the most affordable option.
Common questions
Support FAQ
My website is showing an error — what should I do first?
Start by checking whether the issue affects your whole site or just specific pages. Clear your browser cache, try an incognito window, and check if your domain is resolving correctly. If you recently made changes (plugin installs, file edits), those are likely the cause. Check the DirectAdmin error logs for details. If you're still stuck, open a ticket with as much detail as possible.
Can you help me build my website or install a theme?
No. Our support covers the hosting infrastructure — the server, your hosting account, email, and DNS. We don't provide website design, coding, or WordPress configuration services. For that kind of help, we recommend hiring a freelance developer or using the WordPress.org support forums.
I'm not receiving emails — how do I troubleshoot this?
First, log in to your webmail (accessible via DirectAdmin) to check whether emails are arriving there. If they are, the issue is with your email client configuration. Check our knowledge base for IMAP/SMTP settings. If emails aren't arriving in webmail either, check your MX records are pointing to Traxio's mail servers, then open a ticket if you need help diagnosing further.
How do I open a support ticket?
Log into your Traxio client area and go to the Support section. Click "Open Ticket", select the most relevant department, and describe your issue. You'll receive an email confirmation with a ticket reference number, and all correspondence is tracked in your client area.