I know that when something isn't working on your website, nerves can kick in. Don't worry, we're here so you don't feel alone and to resolve any incident as quickly as possible.
Support channels: Which one to choose?
Depending on what you need, we have a channel optimized to give you the best response. Here's how to use them:
1. Support ticket (The recommended option)
It's the main channel for technical issues. When you open a ticket, your query goes directly to the specialist technician and a clear record is kept of everything discussed. It's ideal for website errors, email problems, or questions about your control panel.
Steps to submit a ticket:
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Log in to your client area: Access with your details at https://bacan.com/clients/client/login/
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Find the menu: At the top, click on "Support" and then select "Submit new ticket."
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Select the department: For example, choose "Technical Support" for site failures or "Administration" for billing issues.
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Write your query: Describe what's happening and, if possible, attach a screenshot of the error. We usually respond in less than an hour!
2. Live chat
If you have a quick question or aren't sure which department to choose, chat is your best ally.
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How to find it: You'll see a floating icon in the bottom right corner of our main website.
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Availability: It's active during business hours. If you don't see it, we're either outside of hours or attending to other clients, but you can always open a ticket!
3. Phone support
It's natural that sometimes you prefer to hear a human voice to feel at ease.
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Administrative use: We primarily reserve the phone for payment issues, service activations, or urgent commercial queries.
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Technical note: For specific technical problems (such as a PHP error code), we'll always ask you to open a ticket. This is so the technician can review your server thoroughly and maintain a documented history of your case.
Bacan's Pro-Tip: When you write to us by ticket, always include the exact link (URL) where the error appears. If the problem is with an email, tell us the affected account. The more details you give us from the start, the faster we can press the "fix it" button.
So nothing slips through the cracks:
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Tickets for technical issues: It's the fastest and safest way for an expert to dig into the code or server.
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Key details: Attaching screenshots helps us see exactly what you see.
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Client area: Always have your access to https://bacan.com/clients/client/login/ handy — it's your control center for any management.