While signed in, open Account > Support to submit and track a support request. You can select an affected monitor and incident, use a verified reply email, review the conversation, and reply without leaving Uptime Basics.
You can also email support@uptimebasics.com. Use email when you cannot sign in or prefer to manage the conversation in your email client.
Support is available 7 days a week with a response target of 24 hours. This is a response target rather than a guaranteed resolution time. Complex monitoring, billing-provider, DNS, or third-party service issues may require additional investigation.
Submit a support request
- Open Account > Support.
- Select the category and current impact.
- Enter a subject and explain what happened.
- Select a verified reply email.
- Optionally select the affected monitor and recent incident.
- Review the safe-diagnostic-context option, then submit the request.
Uptime Basics creates a ticket number and sends a confirmation email. Open the request from Your support requests to see its status or send a reply.
The optional diagnostic context can include the selected monitor's recent result, HTTP code, response time, interval, timeout, request method, account plan, time zone, page, and browser type. It does not include saved passwords, authorization-header values, verification codes, payment details, or other saved secrets.
Information to include
The support form attaches selected safe context automatically. Add only the remaining details relevant to the issue:
- The email address associated with the account.
- The monitor name and monitored URL, when applicable.
- The approximate date and time the problem started, including your time zone.
- What you expected to happen and what happened instead.
- The visible status, HTTP code, diagnosis, or error message.
- The browser and device type for a display or sign-in problem.
- A screenshot with personal information and credentials removed.
- Steps you already tried.
For billing questions, include the invoice number or Stripe transaction reference shown in Account > Billing. Do not send complete card details.
Information not to send
Never include:
- Your account password.
- Password-reset, email-verification, SMS-verification, or authenticator codes.
- An authenticator setup key or QR code.
- Complete payment card or bank-account details.
- Plaintext Authorization or Cookie headers.
- API keys, access tokens, private keys, or protected-endpoint passwords.
Support can review masked request configuration through authorized tools. If a problem involves a secret value, confirm only whether it was recently changed rather than sending the value.
A useful support request example
Account: name@example.com
Monitor: Storefront API (https://status.example.com/health)
Time: July 21 at about 2:15 PM EDT
Expected: HTTP 200 and Up
Actual: Three timeout failures followed by a confirmed Down incident
Tried: Opened the endpoint in a browser and checked the firewall allowlist
Use placeholder values when discussing an issue publicly. Send real account context only through Account > Support or the official support address.
What happens after you contact support
Support may ask for a narrower time range, the affected monitor, or permission to apply a specific configuration change. Authorized support access is role restricted and logged. A reason must be recorded before support saves a monitor change.
Review any requested change before it is applied. Afterward, confirm the monitor URL, interval, timeout, accepted status codes, request settings, alert destinations, and status-page configuration.
Urgent incidents
Uptime Basics does not currently advertise a guaranteed emergency-response or telephone-support service. If your production website is unavailable, begin your hosting, DNS, network, or application incident process immediately while also sending the monitoring details to support.