How to ask for help so we can fix it fast

What you'll achieve

• you send us everything we need right away, without extra back-and-forth just for details;
• you find the details that help us most yourself, in Enhance.

Login addresses, password reset and invoices are also summarized on the My account page.

Where to find us

• WhatsApp: +40 775 396 021. It is the most convenient if you have screenshots to send.
• Phone: +40 775 396 021.
• Email: suport@nbt-host.com.
• Hours: Monday–Friday, 9:00–18:00 Romanian time (EET/EEST).

Before you write to us (2 minutes)

1. Try from another device or another network, for example from mobile data. If it works there, the problem is probably with your network or your browser.
2. Open the page in a private window (Incognito). This bypasses the cache and browser extensions.
3. Think about what changed just before: a WordPress or plugin update, a new theme, DNS, a password.

Steps: what to send us

1. The domain. If you write to us from an address other than the one you used when ordering, also tell us the email address you use to log in to Enhance. Only the address, not the password.
2. What you wanted to do and what happened instead. For example: “I clicked Send on the contact form and a blank page appeared.”
3. The exact error message. Copy it as text or take a screenshot of the whole window, including the address in the browser bar.
4. The exact page address (the URL).
5. When it started: the approximate date and time. Also tell us whether it happens every time or only sometimes.
6. What you have already tried.

Additionally, for email

• the sender's address and the recipient's address;
• the time you sent the message;
• the error message you got back, in full, not just the first line. If you can, send it to us as an attachment or copy it including the technical text at the end;
• the program you use: Webmail, Outlook or the phone app (also tell us which phone).

With the exact time and the addresses, we can find the message in the mail server logs.

Additionally, for a website error

On the website page in Enhance, open the “Developer tools” tab and, on the “PHP” card, the php-error.log log. There you can see the website's latest PHP errors (you can also find it by typing “PHP error log” in the Enhance search). Copy the lines from the time of the problem and send them to us.

Additionally, if you can't log in to your account

Send us your IP address (you can find it by searching Google for “what is my ip”), the time you tried to log in and the exact message on the screen, for example “Too many login failures recently”.

Additionally, for a restore

Tell us what you want us to restore (a file, a folder, a database, an email address) and from which day. Details in Backup and restore from Enhance.

What never to send us

• Passwords: neither your Enhance password nor those of your email addresses or FTP accounts. We don't need them: we access your account from the administration panel.
• Two-factor authentication codes and password reset links.
• Card details or other banking details.

If someone asks for your Enhance password claiming to be from NBT Host, don't give it to them and let us know.

Sample message

Domain: firma-ta.ro
I log in to Enhance with: ana@firma-ta.ro
What happens: the page https://firma-ta.ro/contact shows “500 Internal Server Error”.
Since when: today, around 14:30. It happens every time.
What changed before: I updated the forms plugin in WordPress.
What I tried: I cleared the cache and tried another browser — same result.
Attached: screenshot + the lines from php-error.log.

If something doesn't work

1. You don't remember which address you use to log in to Enhance. It is the email address you used when ordering, the one where you received the welcome message. If you can't find it, just send us the domain.
2. The website doesn't work at all and you can't log in to Enhance either. Call us or message us on WhatsApp: the domain and what you see on the screen.
3. The error only appears sometimes and you can't catch it. Each time it appears, note the time and the page. With the exact time we can easily find it in the server logs.
4. The screenshot shows personal data. Cover it before sending it to us, or copy only the error text. Send documents to us by email.
5. You didn't get our reply by email. Check Spam and add suport@nbt-host.com to your contacts.