Getting help

Support in the portal keeps each conversation in one place: you raise a ticket, we reply, you reply, and it closes when it is done. Nothing gets lost in a mail thread.

What to include

The first reply is only as good as the first message. For anything DNS-related:

• The domain, exactly as it is in the account.
• The record, if it is about one — name, type and value.
• What you expected and what happened. Both, separately.
• How you tested it. dig @ns01.kumodns.com example.com A output is worth more than a description of it, because it removes the question of what your resolver was doing.
• When it started, and what changed around then.

"DNS is broken" and "mail stopped at about 3pm, MX for example.com looks right in the portal, dig against ns01 returns it, but Google reports no MX" are the same problem and very different tickets.

Closing and reopening

You can close a ticket when you are satisfied. If the same problem comes back, reply on it rather than opening a new one — the history is what makes the second answer faster.

When you cannot sign in

Use the contact form on this website. It does not need an account.

Where the other routes go

Not everything belongs in a support ticket, and using the right form is faster:

• Report abuse — spam, phishing or malware on a domain hosted here. Anyone can use this; you do not need an account.
• Appeal an enforcement decision — a suspension or restriction you believe is wrong. There is a 14-day window from the decision.
• Claim a service credit — an availability claim under the SLA. Within 30 days of the end of the affected month.
• Privacy or data request — a PDPA access, correction or withdrawal request.

Two of those have deadlines. If you are close to one, send what you have rather than waiting until it is complete.

Before you write in about an outage

Check the status page. If it is us, it is posted there, and the ticket you were about to write is one you do not need.

Last reviewed 2026-08-19.