Knowledge Base
Website Support
Log in to the portal and click “Submit a Support Ticket.” Fill out all required fields, choose “Website Support” as your category, add details or screenshots, and click “Create Ticket.” You’ll get instant confirmation and our team will start working on it right away.
When you submit a ticket under “Website Support,” please include:
- A clear description of the issue or request
- The URL or page where it’s happening
- Any troubleshooting you’ve already tried
- Screenshots or error messages
- Your ideal outcome
More context means faster resolution—so submit everything via a ticket rather than emailing or calling.
Go to “My Tickets” in the portal. You’ll see each ticket’s current status, assigned agent, and any updates—no need to email or call for status checks.
Absolutely. When creating or replying to a Website Support ticket, click “Add Attachment” to upload images, PDFs, or ZIPs (max 2 MB each). Screenshots help us diagnose problems faster.
Open your ticket in the portal and use the “Add Reply” box at the bottom. All your replies go straight into the ticket thread—no more back-and-forth email chains.
On the login screen click “Lost your password?,” enter your email, and follow the reset link we send. If you run into issues, open a ticket under “Website Support” rather than emailing or calling.
Submit a “Website Support” ticket asking for links to our Documentation portal. We’ll send you a direct link to southcoastinternet.com/docs, where you’ll find written guides, video walkthroughs, and best practices.
Open a ticket under “Website Support” and ask “How do I add an image in Beaver Builder?” We’ll send you a step-by-step guide, but here’s the quick version:
- Edit the page with Beaver Builder.
- Drag the Photo module into your row.
- Click Photo → Select Photo → choose or upload.
- Save → Done → Publish.
Create a “Website Support” ticket and request “Font and Text Style Help.” We’ll provide detailed instructions: in Beaver Builder’s live editor click your text module, open the Style tab, and choose Font Family, Size, Color, etc.
Yes—just open a Website Support ticket and request “Restore from Revision.” We’ll walk you through clicking the Revisions icon, selecting a previous snapshot, and restoring your page.
When submitting your ticket, select “High Priority” and include “ESCALATE” at the start of your subject. Our on-call engineer will be alerted immediately—no need to call.
After your ticket is marked “Resolved,” you’ll get an email with a satisfaction survey link. You can also reply to the ticket thread with your feedback at any time.
Billing
Please submit a ticket under “Billing Support” in the portal. That way we can track your request, assign the right person, and get back to you within one business day—much faster than email or phone.
Open a “Billing Support” ticket and let us know what you’d like to update. We’ll guide you step-by-step through My Profile → Payment Methods to add or change your card.
Yes—every status change on your Billing Support ticket (e.g. “In Progress,” “Resolved”) triggers an email notification to the address on file, so you always know what’s happening.
When you submit a ticket under “Billing Support,” most questions are answered within 24 business hours. If it’s urgent, choose “High Priority” when creating your ticket.
Submit a Billing Support ticket asking for access to your invoice archive. We’ll point you to My Profile → Billing History, where you can click “Download PDF” next to any invoice.
Yes—just open a ticket in the portal under “Billing Support” and tell us which plan or cycle you’d like. We’ll handle the switch and confirm the effective date.
In the portal, open your original ticket and click “Reopen Ticket.” If you need more help, reply directly on that ticket and our team will jump back in.
Submit a “Billing Support” ticket requesting a refund or credit. Our team will review your account and apply prorated credits or refunds according to our policy.
We accept all major credit cards (Visa, MasterCard, Amex) and PayPal. If you need to pay by invoice or wire transfer, open a “Billing Support” ticket and we’ll provide next steps.
All payments are processed through Stripe/PayPal over SSL—your card data never touches our servers. For more details, submit a ticket under “Billing Support” and we’ll send you our PCI‑compliance statement.
Yes—open a “Billing Support” ticket requesting a receipt or custom invoice, and we’ll email it to you in PDF format.