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Help Docs Liquid Web Portal Support Center Create a Support Case

Create a Support Case

Need help? Submit a support case in the Liquid Web Client Portal. Follow our step-by-step guide to report issues and get 24/7 technical assistance.
3 min read

Introduction

We know that encountering technical issues can be stressful. Our Support Team is available 24/7/365 to help get your services back on track. By creating a support case, you ensure that your issue is documented and assigned to a specialist immediately. This article explains how to open a new support case (formerly “ticket”) through the my.liquidweb.com portal and provides tips for getting a faster resolution.

Prerequisites

  • A Liquid Web account.

Step-by-Step Instructions

  1. Log into your my.liquidweb.com account with your username and password, or sign in with Google SSO.
  2. Click the Support button in the upper right corner and select the My Cases option from the drop-down menu.
  3. Click the Open a support case button.
  4. Enter a brief description of your issue into the Subject field.
  5. Use the Choose department drop-down menu to select the type of issue.
    • If you select General Inquiry, Linux Support, or Windows Support, a secondary Category menu will appear. Select the option that best matches the specific problem you are facing.
  6. Specify the service or product you need help with from the Choose product drop-down menu.
  7. Describe your issue in the Start the conversation… section.
Get a Faster Resolution
To help us investigate and resolve your issue quickly, please include:
  • Details: What is happening, when did it start, and who is affected?
  • Replication: The exact steps we should take to see the error ourselves.
  • Context: Error codes, screenshots, or the specific URL experiencing the issue.
  • Access: Login credentials (if the issue is behind a login page).

  1. Add Watchers (Optional): If you need to “CC” developers or coworkers on this ticket, enter their email address in the Watchers section and click the black plus (+) button.
    • Click the black (x) button to remove a watcher.
  2. Click the Create Case button to submit your request.

Next Steps

  • Check your email: You will receive a notification confirming that your case has been received and is being worked on.
  • Monitor the Case: Click the newly created case at the top of your list in the Support tab. All additional comments, emails, attachments, and feedback can be found on this page.
  • Learn More: For a full walkthrough on managing communication with our team, refer to the View and Respond to Support Cases article.

Frequently Asked Questions (FAQ)

Live Chat is best for quick questions, billing inquiries, or minor configuration checks. Support Cases are better for complex technical issues that require deep investigation, log analysis, or escalations, as they allow for detailed tracking and file attachments.

Yes. When you receive an email notification about your case, you can reply directly to that email. Your response will automatically be added to the case history in the portal.

After creating the case, navigate to the case in your dashboard and use the Attachments box to upload additional files. More information can be found in our View and Respond to Support Cases article.

By default, only the account owner, or a user with the technical role, and the Liquid Web Support Team can see your cases. If you add “Watchers” to the case, they will receive email updates but cannot log in to the portal unless they are added as a user on your account.

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