Who to contact for what
A clear guide to who handles which types of issues — Chykalophia, your hosting provider, your domain registrar, or your email provider.
- Difficulty
- Beginner
When something goes wrong, knowing who to contact first saves you time and frustration. Some problems are ours to fix; others need to go to your hosting company, your domain registrar, or your email provider. This guide makes it clear.
Quick summary
When in doubt, contact us first. We can help you identify who handles what, and we'll route urgent issues appropriately. For most website and email problems, we're your first stop at support@chykalophia.com.
Contact Chykalophia for these
Email us at support@chykalophia.com for any of the following:
| Problem | Notes |
|---|---|
| Website is down or broken | Include your URL and a screenshot |
| Site looks wrong after an update | Tell us what changed and when |
| Can't log in to WordPress | Include the login URL and error message |
| Changes not appearing on the live site | We can clear caches and diagnose |
| Contact form not working | We'll check the plugin and email settings |
| No form notification emails | We'll set up proper email delivery |
| Images not loading | Tell us which pages and which images |
| Payments not working | Include the error message and payment method |
| Site is slow | Share your PageSpeed score if you have it |
| Security concern or suspected hack | Mark as URGENT |
| Anything you changed accidentally | We can restore from backups |
| Change or new feature requests | Use ClickUp for these |
| Need to give or revoke Chykalophia access | Use ClickUp or email |
Urgent issues: use URGENT in the subject line
For issues causing real business harm — site completely down, security incident, checkout broken — email support@chykalophia.com with "URGENT" at the start of your subject line.
Contact your hosting provider for these
Your hosting provider (Flywheel, WP Engine, Kinsta, or other) handles the server your website runs on.
| Problem | Notes |
|---|---|
| Hosting account billing question | Log in to your hosting dashboard |
| Hosting account suspended for payment | Renew your plan in the hosting dashboard |
| Host's server is down (confirmed outage) | Check their status page; contact their support |
| Want to upgrade your hosting plan | Contact them directly |
| Need a manual backup restore | Ask us first — we may be able to help |
Most managed hosts offer support by live chat, and some run it around the clock. Their contact details and hours are in your hosting dashboard.
Contact your domain registrar for these
Your domain registrar is the company where you registered your domain name (GoDaddy, Namecheap, Squarespace, Hover, and others). If you registered through Google Domains, that product is gone: Squarespace acquired all Google Domains registrations and their customer accounts in September 2023, so Squarespace is your registrar now.
| Problem | Notes |
|---|---|
| Domain expired or needs renewal | Log in and renew — or contact us if locked out |
| Need to unlock domain for transfer | Registrar handles this |
| Registrar account access lost | Contact their support for account recovery |
| Billing question for domain registration | Contact them directly |
If you're unsure who your registrar is, see how to find where your domain is registered.
Contact your email provider for these
Your email provider (Google Workspace, Microsoft 365, or your hosting company's email service) handles the delivery and receipt of your business email.
| Problem | Notes |
|---|---|
| Can't log in to Gmail or Outlook | Contact their support or your internal admin |
| Email storage full | Upgrade storage through your provider |
| Billing for Google Workspace or Microsoft 365 | Log in to your provider's admin console |
| Shared or group mailbox setup | Your provider's admin console |
For email problems related to your website or domain DNS (like email not arriving because of missing MX records), contact us — this is in our area.
Quick decision guide
Not sure who to contact? Use this flowchart:
- Is it something on your website (design, content, forms, performance)? → Contact Chykalophia
- Is it a billing or account issue with your hosting company? → Contact your host
- Is your domain expired or locked? → Contact your domain registrar
- Is it your Gmail or Outlook not working (unrelated to your website)? → Contact your email provider or IT admin
- Are you unsure? → Contact Chykalophia and we'll route it correctly
Common questions
My site is down — should I contact you or my hosting company?
Contact us first. We can check whether it's a site issue or a hosting issue and, if needed, liaise with the hosting company on your behalf. Include your URL and the error message.
My email isn't working. Who handles that?
It depends. If it's your Gmail or Outlook login — your email provider. If it's about emails going to spam, MX records, or form notification emails — contact us.
My domain expired. Should I contact you or the registrar?
The registrar, to renew it. If you're locked out of the registrar account or need help with DNS settings after renewal, contact us.
I have a billing question about my website care plan.
Email us at support@chykalophia.com or contact your project lead directly.
I want to request a new feature or design change.
Use ClickUp — create a task in your client space or add a comment to an existing task. See how to submit a request.
Related guides
- Info to gather before contacting support
- How to report a problem with your site
- Response times & support hours
- How to submit a request in ClickUp
- General FAQ
- When & how to request emergency support
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