In this article we’ll go over the types of support requests, the differences between support requests, submitting a support request with details, checking on the status of a support request, and finally how to get immediate help if necessary.

• Types of Support Requests
• What Should You Include in Your Ticket?
• Submit a Ticket From AMP
• Check Status of a Support Request
• Adding Details to an Open Ticket
• Need Immediate Help?

Types of Support Requests

When submitting a support request there are two different types of options, a non-verified question and a verified ticket.

Non-Verified Question

Non-verified question to our Customer Community – A Non-verified question means that we will look into and respond to your issue in our public Q&A section of our website. These are typically for questions outside of the scope of our Support Team. We will be able to provide general assistance (without making changes to your account) and will not divulge any account-specific information.

If you just need to ask us a quick general question a non-verified support request is fine. However, if your request requires that we give you specific information about your account or make any adjustments on your behalf, you must submit a Verified ticket request.

Verified Support Ticket

Verified ticket submitted through AMP – This method is the easiest way to contact Technical Support. It is preferred because your authenticated session automatically provides your verified account details to our agents.

What Should You Include in Your Ticket?

Be sure to include the following information in your ticket so we can help you troubleshoot and provide assistance in the fastest way possible.

• What software and version are you using?
• Is it a base install or are plugins/modules added?
• What is the exact nature of the issue?
• What are the steps to duplicate the issue?
• When does this issue occur?
• Were there any changes made just prior to the start of the issue?
• If the software supports it, is caching enabled?

For more detailed information, see our full article:

• Necessary information to know before contacting support.

Submit a Ticket From AMP

Since you must be logged into AMP before submitting a ticket, they are already “verified”. This means we can give you specific information about your account or possibly make adjustments on your behalf, if necessary.

1. Log into AMP.
2. Click the Get Help button as per the graphic below.
   
3. In the Submit a verified ticket to Billing or Technical Support section; choose a Department, enter a information in the Subject, and Support Request Detail fields. Click the Submit button.
   
   
   You will then see a message stating, “A ticket has been submitted to Support from your account’s primary email address: youremailaddress@yourdomain.com.”

Check Status of a Support Request

Once your initial request is received a ticket is created and queued, then we answer all tickets in the order that they are received. There are three possible statuses for your tickets and you can view them in AMP: Open, Awaiting your reply, or Solved.

1. Login to AMP.
2. Click the Get Help button.
   
3. Click the Manage My Tickets button.
   
   
   You will then see a list of your ticket requests.
   
   
   You can also search or view by status. While the ticket is in the queue and/or being worked on, the status is open. If a support agent requests more information from you, it will be set to “Awaiting your reply“. Once a technician responds to your request, you will receive an email and the ticket will be set to Solved.

Adding Details to an Open Ticket

If more information is being requested by the team that’s assisting you, or you want to add more data, you can access the ticket in AMP then enter details and attach files if necessary. This can help them replicate the problem, troubleshoot further, and complete the ticket.

1. Login to AMP.
2. Click the Get Help button.
   
3. Click the Manage My Tickets button.
   
4. Click the ticket you want to add details to from the list of tickets presented.
5. Click the box labeled Add to the conversation.
   
6. You can then fill in your details as needed or add/drop files to attach them.
   
7. Finally, click the Submit button.

Need Immediate Help?

The Technical Support team is available 24/7 and the Customer Service department is available from 9AM – 9PM ET, Monday – Friday via phone or chat. So if for some reason you need immediate assistance with your support request, please start a Live Chat session with us or give us a call at 757-416-6575.

Before contacting InMotion it is beneficial to make sure you have some basic information readily available, as well as understand the numerous methods of contacting us.

In this guide, you will learn the various reasons for contacting Customer Service vs Technical Support teams, what information you should have, and the methods by which you can contact them.

How to Get Help With Your Account:

• Should I Contact Customer Service or Tech Support?
• Before Contacting Us – Gather the Right Information
• How to Get Support
  • Search the Support Center
  • Ask a Question in Our Public Forums
  • Submit a Ticket
  • Live Chat Support
  • Phone Support

Should I Contact Customer Service or Tech Support?

If your inquiry/concern is not technical in nature, we recommend you reach out to Customer Service instead of the Technical Support team. But if your issue is website or email related, for example, our Technical Support team would be better equipped to assist you.

Here is some additional information on which team to reach out to based on your specific problem.

Before Contacting Us – Gather the Right Information

To receive the best possible support, having all the necessary information before contacting us is beneficial.

• cPanel username or the primary domain listed on the account
• Account Verification for Live Calls and Chats such as the Hashcode Verification found in your AMP, Passphrase (you can setup in AMP), or the last four digits of the current credit card on file.

Gathering specific information can help us gain some insight into the issues you need help resolving. To do so, here’s a basic guide to what information we’re looking for:

• Your domain name.
• A description of the problem.
• History of the problem.
• Any error messages you are receiving.
• Steps we can take to replicate the problem.
• What software and version are you using?
• Is it a base install or are plugins/modules added?
• Were there any changes made just prior to the start of the issue?
• If the software supports it, is caching enabled?

For more details on what information you will need to provide to your tech support agent, please see our article entitled Necessary information to know before contacting support.

How to Get Support

There are numerous ways you can contact our Support Department for help with your account. We will now go over the available methods for getting support.

Search the Support Center

When you initially need help, we recommend using the search bar at the top right corner of the Support page. We have many tutorials online and they’re updated often.

Ask a Question in Our Public Forums

If you are unable to find a solution by searching our extensive knowledge base of guides, education channels, and other user-submitted inquiries, you can always submit your own question. Please feel free to post your question to our Community Support Center.

1. Navigate to the URL: https://www.inmotionhosting.com/support/questions/
2. Click the New Post button to proceed.
3. Fill in a title in the Header field. This field should contain your question in no fewer than 4 words. For example: “How do I cancel domain registration?” To assist you as efficiently as possible, the Support Center will automatically search itself for an existing resolution to your question using the summary and details you entered previously. Then it will display the results which may contain other related questions or guides. Review the results listed and if none work for your circumstances, click the Skip and Continue button to continue.
4. Enter the Description. This field should contain at least 10 words that provide more details of your question summarized in the previous field. For example: “I do not want my domain registration to auto-renew. I no longer need my domain. How do I cancel the domain registration to prevent it from automatically charging me for the renewal?”
5. From the Category drop-down menu, select the category that best matches your question.
6. Confirm you are not a robot by checking the box. Then click the blue Submit button to continue. You are finished when you see a message stating “Thank you for your request. We will get back as soon as possible.”

Now, it’s time to get an answer! Our InMotion Hosting Community Support Team monitors all questions asked within the Community, and we guarantee a response within 60 minutes for current customers (9am – 9pm ET, Monday – Friday)!

Submit a Ticket

The Account Management Panel (AMP) offers a “Support” page that provides a quick place to obtain assistance or write a verified support ticket to either the Billing or Technical Support departments.

1. Login to AMP.
2. Click the Get Help button on the top right of the page. Then scroll down to the section titled “Submit a Verified Ticket to Billing or Technical Support“
3. Under Department, click the drop-down menu and choose Technical Support.
4. In the next drop-down menu, select the type of help you need.
5. Enter a Subject.
6. Then enter details about your support request. If you need to upload files you can click the Attach Files button.
7. Click the Submit button.

Live Chat Support

You can initiate a chat session by clicking on the Support Chat link in the top right corner of the InMotion Hosting Billing Support page. Follow the steps below to complete the Chat Launch form.

1. Once logged into your AMP, click the Chat button on the top right of the page. A pop-up will appear.
2. Select the Support & Billing option.
3. Select the type of support you need from the listed options then enter some information about your issue.
4. Click the Start Chat button. Since the live chat is initiated from within your authenticated AMP session, your account is automatically verified.

Phone Support

When calling, please be sure to have your account verification information on hand. You can use either the Hashcode Verification for Live Calls and Chats found in your AMP, Passphrase (you can setup in AMP), or the last 4 digits of the credit card associated with your account.

Our support phone number is: 757-416-6575

What is Verification?

When you need assistance with your account and reach out to our Live Support team, you may be asked to provide verification of your account. Verification is a method we use to confirm that the person contacting us is authorized to have changes made to the account. This often is the account owner but may also be a trusted individual such as a business partner, developer, office assistant, etc.

Why Do You Verify?

We verify as a basic level of security. Without a verification process, anyone would be able to contact support and make any changes they like. This could include having a password changed so the person could steal files or registration of the domain name or even the entire account. A disgruntled employee may want to take revenge on their employer or perhaps a developer who was fired decides they want to regain access to wreck the site. Without verification, anyone can claim they are authorized and then take malicious actions in the account. We want your accounts to be as safe as possible.

Types of Verification

There are a few different ways to verify an account. Some are for full disclosure and some are for limited disclosure. The different types are listed below.

Auto-Verified Chat and AMP Verification Code

Once you are logged into your AMP, you can select the Launch Chat button. A pop-up will appear. Simply, fill out the form and ensure you select Technical Support from the Please select the most appropriate department drop-down menu. Since the live chat initiated from within your authenticated AMP session, your account is automatically verified.

You can also verify your account during live chats or calls with AMP Verification Code. This method will generate a random code for you to give the support agent over the phone or through chat.

Last 4 Digits of Credit Card on File

Another method of verification is by using the last 4 digits of one of the credit cards on file. The last 4 digits are unique to the card but are not enough for anyone listening to be able to use the card. The digits are evaluated against the list of cards that are on the account. If one of the cards has the same last 4 digits, then the account is verified. It is not recommended to give this information to anyone you do not trust with your billing and personal information as this verification allows full disclosure.

Passphrase

As an additional level of security, we have implemented an optional passphrase. A passphrase is used when an owner is worried that the last 4 and AMP password may be accessed by someone they do not want to have account access. By adding the passphrase, then ONLY that can be used to verify the account. So if an employee calls in and has the normal verification method, we will not allow any changes to be made without passphrase verification. This type of verification allows full disclosure.

Developer Passphrase

We also allow a developer passphrase to be used. This type of verification is for developers. This way they have the authorization to have minor changes made to the account such as files, etc but no major changes such as credit card or billing information. They will also not be able to ask for that information. This is a limited disclosure verification method.

While managing your InMotion Hosting account, you may find yourself looking for a way to cancel a non-hosting billing item from within the Account Management Panel.

This can be done in just a few simple steps.

In this article, we will review what cancelling a non-hosting billing item entails and outline the process for doing so in the Account Management Panel interface. 

Topics Include:

• What Does Cancelling a Non-Hosting Billing Item Mean?
• Cancelling Non-Hosting Billing Items in AMP

What Does Cancelling Non-Hosting Billing Items Mean? 

In order to clarify what is entailed in cancelling a non-hosting billing item, we will list a few of the ways you can cancel your non-hosting billing items.

• Changing billing items to expire instead of automatic renewal.
• Setting billing items to expire at the end of the current term.
• Cancelling upcoming automatic renewals of domain registration and domain privacy.

Cancelling Non-Hosting Billing Items in AMP

Now that we’ve explored what it means to cancel a billing item, we will now review the process by which users can cancel billing items in the Account Management Panel.

NOTE: If you would like to cancel a hosting subscription, please see “How Do I Cancel My Hosting Account?“

1. First, log into your Account Management Panel (AMP).
    
2. Once logged into the AMP, hover over the Billing menu option, then select My Subscriptions.
   
   
   
   
3. On the following page, click on the red X at the end of the row for each billing item you would like to cancel. Examples of items that can be cancelled this way are domain registration, domain privacy, and backup services.
   
    
4. Confirm the request to cancel the selected item(s) and click Submit.

NOTE: The following page will confirm the item(s) are set to expire on the next renewal date. 

Congratulations, you have now familiarized yourself with the process for cancelling non-hosting billing items in the AMP.

Purchasing an Additional Hosting Plan in AMP

1. Login to AMP.
2. In the main menu, select Purchase New Hosting from the homepage.
   
   You can also click Marketplace on the top menu for other hosting products.
3. Choose the hosting product you want to purchase.
   
4. You will then see a comparison chart of all the plans. Choose the term you want to purchase hosting for. Such as 3 Year, 2 Year, 1 Year, 6 Month, or 1 Month. The available terms will differ based on the plan you are viewing.
   
5. Click the Add to Cart button for the plan you want to purchase.
6. You will then be given some optional add-ons based on your plan, such as Backup Manager or a Dedicated IP. Add the ones you are interested in and click the Continue button.
7. You will then be on the Account, Billing & Payment page. Fill in the fields as needed then click the Review My Order button.
   
8. Review your order then agree to the Terms of Service, and click the Checkout button. You will then see a message stating “Your order has been completed.“

Congratulations, now you know how to purchase an additional hosting plan from AMP! You may want to also consider Upgrading To High-Availability Cloud Server.

If you want to transfer SSL certificates from an old host, then you will need to generate a new CSR first. Just fill in the Simple CSR form that is available in the Account Management Panel (AMP). Your SSL certificate should still be using the URL that you used with your old host.

Before you transfer SSLs, keep in mind that your account type may limit the type of SSL certificate that you can use. For example, if you are using a wildcard SSL, then it can only be used with a VPS or Dedicated server account. However, if you’re using a typical SSL certificate for a domain name, and you plan to use the same domain with an InMotion Hosting account, then the process for moving the certificate is very easy.

Transfer SSL Certificates to InMotion Hosting

If you or your customer purchased the SSL from InMotion then you can request help with re-keying through a ticket request. However, Website Transfer Requests submitted to InMotion do not include SSL migration.

Note that when you move an SSL certificate, that the domain should be pointing to the new location in order for it to work. This should be done before the CSR is submitted. Newly pointed domains may require a propagation period of up to 24 hours in order for the change to be recognized on the internet. Please follow these directions to move your account:

1. Login to AMP.
2. Scroll down until you see the section labeled with the account where you will use the SSL certificate. If you have more than one domain, you will see the accounts grouped into sections. In that group, find the icon labeled Simple CSR Request for 3rd party SSL. Click on this icon.
   
    
3. Here you will see the Simple CSR Request page and a gray area labeled “Do I really need a CSR?” The second reason describes when you transfer SSLs from another host (which is what this article is about). Click on Request a CSR.
   
    
4. Type in the domain name currently assigned to your SSL certificate, then click on Continue.
   
   
5. Type in your CSR Details as requested on the form, then click on Continue.
   
     
6. You will then see a CSR generated for you. You can copy this by copying ALL of the text from the top to the bottom. Make sure you that you keep the Begin and End lines when you copy. Follow the directions provided on this page. You will need to submit the copy of this CSR to your SSL authority. They will need to re-generate the certificate files and “re-key” the SSL. Click on CONTINUE<.
   
    
7. Please note that there is a one-time $25.00 fee for installation of each SSL. You will be required to submit the SSL Zip files that are given to you from the SSL provider. Once you have them, click on CHOOSE FILE in order to select the zip file sent from your SSL provider. Next, select your method of payment. Use the Installation notes section to provide any special instructions for your SSL certificate. Finally, click on SUBMIT to complete the process of submitting the installation request.
   

At this point, the InMotion Hosting live technical support team will receive the request and it will be placed in a queue for installation. The installation may take anywhere from 24 hours to 10 days depending on the volume of requests.

Please note, the above is just one method to generate a CSR and install an SSL. You can generate CSRs in WHM, manually install the SSL yourself rather than paying for an installation, and use a variety of other possible configurations. See our guide on Purchasing an SSL from InMotion for more information.

Follow These Steps to Find Your Verification Code

1. Log into your AMP. Next to the Manage My Account section you will see your Verification Code Listed.
   
2. You can also click the Get Support link at the top right of the page.
   
3. You will see your Verification Code listed under the “Verification Code for Live Calls and Chats” section.
   

You can now provide this code over a phone or chat contact to verify your account.

In this guide, we will show you how to update the WHOIS data for your domain in the Account Management Panel (AMP). When a domain is registered, it is required by ICANN to have accurate contact information listed in the WHOIS record. This allows the public to view the information regarding the owner of a domain when they perform a WHOIS lookup. If you do not want your contact information listed publicly with your domain, Domain Privacy is available. On domains that do not have privacy, you can apply any needed changes to name, address, primary email address, and phone number.

WHOIS data can only be updated at your registrar, so these steps will only work if your domain name was registered with InMotion Hosting.

Important. If you are intending to transfer the domain at any point in the next few months, changes made in the first name, last name, organization name, or administrative email address are considered a change of ownership and may place a 60-day transfer lock on the domain. For more information, see our article on Updated ICANN Transfer Policies.

How to Update WHOIS Data in AMP

We will now walk you through the steps for updating your WHOIS data in AMP.

You can only follow these steps if you do not have domain privacy set up for your domain.

1. Login to your Account Management Panel (AMP).
2. Roll your mouse over Domains and click the Manage Domains link.
   
3. You will then be on the Domain Management page, click the domain you want to update the WHOIS data for.
   
4. You will see your domain listed. Click the link titled “Review or change your registration details?“
   
5. You can then click the Edit button to update each of the following sections as needed: Organization Details, Administrative Details, Billing Details, and Technical Details.
   
6. Click the Submit button after updating each section.
   
   It may take some time for these changes to save. We recommend waiting for the progress indicator to stop moving before clicking another link.
   

Now you know how to update your WHOIS data in AMP. Keep in mind that these changes may take up to 24 hours to update globally due to propagation. If you experience any issues, feel free to reach out to our Live Support team.

Updating the Name, Organization Name, or Email will trigger the Change of Registrant Process:
1) An email will be sent to the original email and the new email provided. Both MUST verify the change.
2) The original owner can opt to lock a domain from transfer for 60 days and will need to select the opt-out option to allow the new owner to transfer the domain.
3) If both emails are not approved, the change will revert back to the original registrant information in 7 days.

Looking to start a new website? You can register new domain names directly in your Account Management Panel.

It’s essential to keep your billing and contact information up-to-date so your website will stay online. Most accounts will renew automatically before allowing them to expire. But, if your payment information is not correct we would not be able to renew any services that you have subscribed to.

When there are any billing issues, the first thing we would attempt to do is reach out to you using the contact information you have set up in your Account Management Panel (AMP). If this is not accurate, we will not be able to notify you of any discrepancies.

Follow along and we’ll show you how to update your billing and contact information in your AMP. For help logging into AMP, please read our article on How to Login to AMP.

• How to Change or Add a New Credit Card
• How to Update Your Contact Information

Is your website growing faster than you planned? You can easily upgrade your Hosting plan in AMP at any time.

How to Change or Add a New Credit Card

1. Login to AMP.
2. On the top menu, roll your mouse over Billing and click the Manage Payment Method link.
   
3. Click the Add New Credit Card button to use a new card, or click the Edit button to update an existing one.
4. Fill in the Credit card information as needed. Uncheck the box to use a different address from the billing address.
5. Click the Save button.
   

How to Update Your Contact Information

1. Login to AMP.
2. In the top menu, roll your mouse over My Account then select the Contact Information option.
   
3. You will see the contact information we have associated with your account. Click the Edit Contact Information button.
   
4. Update your contact information as needed then click the Save Changes button on the bottom.
   

Now you know how to successfully update the billing and contact information for your account. Next time one of your hosting services renews it will utilize the new credit card. Renewal reminders and billing notifications will be sent to the email address listed in your AMP account.

In this tutorial, we will show you how to upgrade or downgrade your Hosting Plan in your Account Management Panel (AMP). If you’ve outgrown or underutilized your current hosting plan, you can easily sign-in and take advantage of the AMP to upgrade or downgrade your plan to match your current hosting needs. We will also cover changing your plan term (payment cycle), for example from 1 year to 2 years. Then we’ll show you how to set up Billing reminders, so you can set custom reminders for upcoming payments.

If you’re interested in learning more about the hosting plans, check out the Differences between Shared, VPS, and Dedicated Hosting.

• Upgrade / Downgrade a Hosting Plan
• Change the Term of your Hosting Subscription
• Set up a Billing Reminder

Upgrade / Downgrade a Hosting Plan

Using the Change Plan option in AMP will allow you to do just that! Using the steps below I’ll show you how to accomplish either an account upgrade or downgrade.

So if you need to upgrade to a VPS server hosting or dedicated server, or change the limits of your shared hosting plan, you’ll have the knowledge to accomplish this at any time.

1. Login to AMP.
2. Find the hosting plan you want to modify, then click the Change Hosting Plan button.
   
3. You will then see a list of the available options. The prices will be pro-rated to take into account what you have already paid. Select the term (such as 1 year) you want, then click the Checkout button.
4. Select your payment method such as PayPal or Credit Card.
5. Agree to the Terms of Service and Privacy Policy by checking the box.
6. Click the Order button.
   
   

The time frame for Upgrading/Downgrading will differ, depending on your request, but you will receive an email upon completion.

How to Change the Term of Your Hosting Subscription

1. Login to AMP.
2. In order to change the term of an existing plan, then you will need to first go to Billing.
3. Select My Subscriptions.
4. Review the details of the hosting subscription you wish to change. Click on the drop-down labeled Select Renewal Term under the column labeled Change Term.
   
   
5. Payment will not be processed unless you select pay now. Note that if there are any issues with payment, then you should contact our Billing team for immediate assistance.

How to Set up a Billing Reminder in AMP

We will email you a reminder when your product(s) are up for renewal. But, you can set a billing reminder for your account renewal in your AMP as well. Follow along to learn how to set up a billing reminder for your account renewal in your AMP.

1. Login to AMP.
2. Roll your mouse over the Billing menu, then select Set Renewal Reminder.
   
   
   NOTE: If you have already configured a reminder, then you will see the previous selection “Your Current Renewal Reminder: ## days before“. Click on the Edit button to follow along with the next steps to change it.
3. From the Renewal Reminder drop-down menu, select the number of days (7, 14, 30, 60) before your renewal date that you would like to receive a reminder.
   
4. Once you have made your selection, click on the Save button. To confirm your settings have been saved, you will then see a message similar to the following: “Your Current Renewal Reminder: ## days before“
   

In the next guide, we’ll show you how to Renew / Pay for your Current Plan in AMP.