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Support Centre

Support, the community-powered way

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 Base

Support Tickets

Open a ticket for hosting, email, or server issues. Available on Personal, Business, and Premium plans.

Contact Billing

Community

Connect with other Traxio customers. Ask questions, share tips, and learn from the community.

Visit Community

Announcements

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 point your domain to Traxio

A walkthrough of updating nameservers so your existing domain works with Traxio hosting.

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.

What your plan includes

Storage, bandwidth and what happens when the free 30 days ends.

Taking your own backups

Generate and download a full account backup from DirectAdmin at any time.

Fixing email that will not send

SPF, DKIM and DMARC — the usual causes of mail going missing, in order.
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.

Response times

Community answers arrive when someone recognises the problem — often within hours, sometimes longer for unusual issues. There is no guaranteed response time, and we would rather say so than imply one. Billing and account matters, which Traxio staff handle directly, are answered within one business day.

Always open

The knowledgebase and community forum are available at any hour, which is one practical advantage of written answers over a staffed desk. Billing and account enquiries are handled Monday to Friday, 9am–6pm UK time.

What to include when you post

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.

How support works: Traxio support is community-powered. Website help comes from the knowledgebase, tutorials and the community rather than a one-to-one ticket desk — that trade is what keeps hosting at £0.99/month. Billing, account access, abuse reports and platform incidents are handled directly by Traxio staff. Read more about the support model →
Common questions

Support FAQ

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.
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.
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.
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.

Still need help?

Open a support ticket from your client area and we'll look into it as soon as we can.

Ask the Community Browse Knowledge Base