Use Account > Support when you can sign in. The support workspace keeps the request, replies, related monitor context, and current status together.
Email support@uptimebasics.com remains available, especially when you cannot access your account.
Create a request
- Open Account > Support.
- Choose the category that best matches the issue.
- Select the current impact:
- General question
- Service or monitoring is degraded
- Monitoring has stopped
- Enter a clear subject.
- Select a verified reply email.
- Optionally select a monitor and a recent incident.
- Explain what you expected, what happened, when it began, and what you already tried.
- Submit the request.
The confirmation displays a ticket number similar to UB-202607-1234ABCD. A confirmation is also sent to the selected reply email.
Safe diagnostic context
The safe-context option can attach:
- Account plan, account state, and configured time zone.
- Selected monitor name, URL, enabled state, and recent status.
- Latest check time, HTTP code, response time, and failure category.
- Check interval, timeout, and GET or HEAD request method.
- Selected incident identifier and state.
- The account page and browser type used to submit the request.
It does not attach:
- Account or protected-endpoint passwords.
- Basic Authentication passwords.
- Authorization, Cookie, API-key, or other custom-header values.
- Email, SMS, password-reset, or authenticator codes.
- Authenticator setup secrets or QR codes.
- Complete payment card or bank details.
Follow the request
Open Your support requests and select a ticket. The available states are:
| State | Meaning |
|---|---|
| New | The request was received and is waiting for review. |
| In progress | Support is investigating or working on the request. |
| Waiting for you | Support replied and needs information or confirmation. |
| Resolved | Support believes the request has been resolved. |
| Closed | The conversation is complete. Create a new request if another issue occurs. |
You can reply while the request is New, In progress, or Waiting for you. Resolved and Closed requests are read-only.
Response target
Support aims to respond within 24 hours, 7 days a week. The target covers the first useful response and is not a guaranteed resolution time. Continue your own hosting, DNS, network, security, or application incident process during an active outage.