Get help from Yclas support

Our team answers questions and fixes problems for every hosted Yclas site. You can reach us two ways, on every plan:

• Chat, for quick questions: the chat bubble in your Yclas account and in your site’s admin panel.
• Support tickets, for problems we need to look into: from Support in your Yclas account.

We reply within 24 working hours, usually much sooner. Both kinds of conversation are kept together on your Support page.

Before you write, try searching this Help Centre: most “how do I…” questions have a step-by-step answer here.

Chat with us

The chat bubble is in the bottom corner of every page of your Yclas account (My sites, Purchases, Support, Edit profile), of your site’s admin panel and of yclas.com. Click it, type your question and click Send.

• To add screenshots or documents, click Add a file. You can send up to 5 files at a time: JPG, PNG, GIF or WebP images, or PDFs, of up to 8 MB each. If several large files are too big to send together, send fewer at a time.
• The chat belongs to your Yclas account, not to the browser: you can start it on your computer and carry on from your phone, as long as you’re signed in. After you sign out, it isn’t shown.
• When you write from a site’s admin panel, we see which site you’re writing about.
• If you leave before we answer, we email you our reply, with a link back to the conversation.

In your site’s admin panel, the chat is shown only to the site’s owner: the administrator account the site was created with, which Open admin in My sites signs you into. Other administrators and moderators of your site don’t see it, because the conversation belongs to your Yclas account.

If your question needs a longer look, we may continue it in a support ticket, with the chat copied into it. We tell you in the chat, and the chat’s page on your Support page says We continued this conversation in support ticket #…, with an Open the ticket link.

Open a ticket

1. Go to your support page, either from Support in your site’s admin panel sidebar, or at yclas.com by signing in and clicking Support in the top menu.
2. Click New ticket.
3. Under What is your question about?, type a few words, for example change my logo, and click Continue.
4. Choose the Site the ticket is about (if you have more than one), check the Subject and write your Message.
5. Optionally, add screenshots or a PDF under Attachments (optional).
6. Read the reminder of what to include, click I understand, then click Send ticket.

We email you that the ticket was received, and again whenever we reply.

You can also open a ticket for a particular site from My sites: open the More menu (···) next to the site and choose Get support.

What to include

The fastest answers come from tickets that let us see the problem straight away:

• The URL of the page where it happens (copy it from your browser’s address bar).
• The steps to reproduce it: what you clicked, what you expected and what happened instead.
• A screenshot, especially of any error message.
• For a problem with one listing, member or order, which one (a link or its title).

Your message needs at least a few sentences (50 characters or more).

Attach screenshots and files

You can attach up to 3 files to a new ticket and to each reply, 8 MB each: images (PNG, JPEG, GIF or WebP) or PDF documents. In a reply, click the paperclip (Attach a file) next to Send reply.

Attachments are private: only you and the Yclas team can open them. Photos are saved again when you upload them, which removes hidden details such as the location where they were taken.

Never send us a password in a ticket unless we ask for it, and if you do, change it once we’re done. We can look into your site without your password.

Follow your chats and tickets

Your Support page lists your conversations with us. On the All tab, your Chats come first, then your Tickets. Filter the tickets with All, Open, In progress, Answered and Closed, or search them by subject or ticket number.

Status	What it means
Open	Your ticket is waiting for our team.
In progress	One of our team has read it and is working on it.
Answered	We’ve replied and are waiting for you.
Closed	The ticket is finished.

Click a ticket to read the whole conversation. Write your answer under Reply and click Send reply. When your question is solved, click Close ticket at the top of the ticket. A closed ticket can’t be answered any more: if you need more help, click New ticket on it and we’ll pick it up.

Click a chat to read it the same way. It’s the same conversation as in the chat bubble, so a reply you send from the Support page shows in the bubble too, and the other way round. Replying to a closed chat opens it again.

Tickets that stay answered for a long time without a reply from you may be closed. If you still need help, reply or open a new ticket.

Who can open tickets

Tickets are tied to a site, so you need at least one site that is online on a plan or a free trial. The chat is open to everyone signed in to a Yclas account. If your site has expired, renew it first (see Plans and billing); for billing questions you can also reply to any email we’ve sent you.

What support covers

We’re happy to help with:

• Anything that doesn’t work as it should: errors, bugs, emails not arriving, pages not loading.
• How to do something with Yclas, or which setting does what.
• Your plan, payments, receipts and your domain.

Support doesn’t cover:

• Custom design or development, such as changes to a theme or new features built just for you. For a quote, email info@yclas.com.
• Teaching HTML, CSS, JavaScript or other web technologies.
• Setting up or supporting other companies’ services, such as your domain registrar, email provider or payment provider (we’ll tell you which settings Yclas needs).

Some plans include priority support from our developers. See the Pricing page.

Related guides

• Welcome to Yclas — how this Help Centre is organised.
• Troubleshooting — fixes for the most common problems.
• Plans and billing — payments, renewals and receipts.