Getting Started
We want to give you the best support experience possible so please note how the whole support process works.
1. You register with the support desk by clicking 'Submit ticket' in the top right-hand corner. This only has to be done once and takes seconds. If you have any issues doing this simply log in using Facebook.
2. You submit a support ticket and the system logs your ticket and sends a response to your email address. When submitting a ticket please give us as much information as possible such as your purchase receipt or the exact issue you are having. If your ticket is vague we will have to ask for more information which will delay the time it takes to come to a solution.
3. When we respond you will receive the response via email and it will also be logged in the helpdesk system. You can view all tickets and responses by logging into the support desk.
We never ignore any support request so please make sure you check your spam/trash if you don't see a response from the helpdesk system after logging a support ticket. Or login to the support desk with the account details you created in step 1.
You may also want to whitelist support@mail.johnthornhill.ladesk.com to ensure our emails are delivered.
Please ALWAYS check the knowledge base for the answers to our most popular queries and questions. The chances are, your question has already been asked and the answer has been added to the Knowledgebase.
If you do need to submit a Support Ticket, to ensure that we can answer your query as quickly as possible, please make sure we have your full name, your purchase receipt ID (if submitting a billing query)
John has a lot of products and we need to know which product you are referring to. Please ensure you detail fully your problem with any steps you are taking so that we can reproduce the error. If submitting a query about your website or blog, you will need to let us know the URL of your site and any login details (if you don't submit these, there will be emails backwards and forwards asking you for these and your problem will take longer to be solved).
PLEASE MAKE SURE YOU WAIT FOR A RESPONSE FROM US BEFORE SUBMITTING FURTHER QUESTIONS OR THIS WILL PUT YOUR TICKET TO THE BACK OF THE QUEUE AND RESULT IN A DELAY IN OUR RESPONSE TIMES.
Please note our support opening times below and keep in mind that we are in the UK (GMT) time zone.
While we usually reply within a few hours please allow 24 - 48 business hours to receive a response.
We want to give you the best support experience possible so please note how the whole support process works.
1. You register with the support desk. This only has to be done once and takes seconds.
2. You submit a support ticket and the system logs your ticket and sends a response to your email address.
3. When we respond you will receive the response via email and it will also be logged in the helpdesk system. You can view all tickets and responses by logging into the support desk.
We never ignore any support request so please make sure you check your spam/trash if you don't see a response from the helpdesk system after logging a support ticket. Or login to the support desk with the account details you created in step 1.
You may want to whitelist support@mail.johnthornhill.ladesk.com to ensure our emails are delivered to your inbox.
Please keep in mind that we are in the UK (GMT) time zone.
While we usually reply within a few hours please allow 24 - 48 business hours to receive a response.