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.
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.
Contact Chykalophia for these
Open a ticket on our support portal or email 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 |
| Question about your active project | Tell us which project it's about |
| Change or new feature requests | See how to request work |
| Need to give or revoke Chykalophia access | Never put passwords in a ticket or email. See sharing passwords safely |
| Invoice, billing or quote question | Include your business name, and the invoice number if there is one |
Urgent issues: start the title with URGENT
For issues causing real business harm (site completely down, security incident, checkout broken), open a ticket on our support portal or email support@chykalophia.com. Put "URGENT" at the start of the ticket title or email subject.
One name, one set of DNS settings, two entirely separate destinations. Changing your host does not move your email, and changing your email provider does not touch your website.
Read this as text
Your domain name (yourbusiness.com) sits at the top. It points to your DNS settings, which act as a switchboard.
From there the DNS settings send traffic two separate ways. The A record sends website visitors to your website hosting, where your site’s files live. The MX record sends email to your email provider, where your messages live.
The two destinations are independent. They are often different companies, and changing one does not affect the other.
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
Help me choose
Who should you contact?
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.
Open a ticket on our support portal or email us at support@chykalophia.com.
I want to request a new feature or design change.
Open a ticket on our support portal or email support@chykalophia.com. See how to request new work or changes.
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