Every request goes through the client portal, so it’s recorded, scheduled and easy for you to follow. We don’t take requests by phone.
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Log in to the client portal
Go to the client portal and log in. There’s also a Client login link at the bottom of every page on watchthedot.com.
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Open a new request
Choose Support → Open Ticket, then the department that fits (for example website support, or hosting and domains).
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Describe what you need
The more of these you include, the faster we can help:
- The exact page address where you see the problem (see the guide on finding a page’s URL).
- What you expected to happen, and what happened instead.
- When it started, and whether anything changed around then.
- A screenshot, attached to the request.
Never put passwords in a request. If we need one, share it securely (see the guide on sending credentials).
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Set the priority
Leave it at normal for most things. Choose High only if it’s urgent: urgent requests go to the front of our queue and are picked up at our next working session.
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Send it
You’ll get an email confirming the request, and every reply comes by email too. You can reply to the email or in the portal.
What happens next
- We acknowledge every request within two working days, and tell you when the work is scheduled.
- If it’s covered by your care plan, we just do it. If it isn’t, or it will take longer than expected, we tell you the likely cost first and wait for your go-ahead.
- If we need an answer from you, please reply promptly: a request waiting more than two working days for your reply is put on hold and the work so far is invoiced (see the guide on stalled tasks).
- Need to talk it through? Ask in the request and we’ll book a video call.