Through your MyToolBox portal you are able to update your information, pay invoices, order new services, or lodge support tickets.
To login to your customer toolbox, please go to our website https://www.perthwebhosting.net.au/ and select the MyToolBox link in the top left hand of your screen
You can login using the email address you provided when you signed up for your service. Your password would have been sent to you in an email titled “New Account Information”.
If you no longer have this email or you have changed your password since then, please select the Forgot Password option and a password reset link will be sent to your email address.
We understand that it can be frustrating when your services do not function as expected. When this occurs, we will always endeavour to get your service working correctly as quickly as possible.
In order to assist us in investigating and solving your issue , we request that you provide as much information as you can when opening a ticket.
- If your issue is new, please ensure you open a new ticket, rather than responding to an unrelated one. You can lodge a ticket through your customer portal by selecting the Open Ticket link on the top centre of your screen. Keeping unrelated issues separate will make it easier for us to determine the root of the problem.
- If the issue relates to a recent ongoing issue, please reply to the same ticket. You can view your ticket history through your customer portal by selecting the Support link and then Tickets from the drop down menu. Keeping all discussion of a particular issue contained in a single ticket will help ensure we do not miss vital information. If you are unable to find a ticket for an issue you have contacted us about previously, you can open a new ticket but please let us know that it is an ongoing issue and we will look through the ticket history for relevant information.
- Please ensure any support tickets are sent from an authorized account contact. If we need to reset passwords, or assist in setting up services we need approval from an authorized account contact, If a support ticket comes from a non authorized user we will need to get in contact with an authorized account holder first which may delay the resolution of your support issue.
- If you have multiple services or accounts with us, please specify which are having problems. e.g. usernames and email addresses. This will help us narrow the focus of our investigation.
- If you are having issues with emails bouncing back or being rejected, please provide us with any related error messages as these will often identify the root of the issue. Additionally, information such as the email addresses of the sender and receiver, subject headings, and the time and date are extremely useful when checking our logs and filters.
- Where relevant, please also provide information about any software, hardware, or other devices. Certain devices such as Apple phones or Mac computers may have additional requirements or settings that need to be considered when troubleshooting issues. Different software such as email clients can also be relevant.
