Two systems, and one rule: you can raise a support ticket without logging in, but managing your billing does require an account, as do the control panel and webmail.
Webmail and the hosting control panel
To use the hosting control panel, log in with the info you received in your welcome message. For webmail, the login is a complete email address and the associated password. Log into these here:
Webmail · Hosting control panel
Support tickets
One ticket per problem, please — it keeps the history of an issue in one place, which is what makes it possible to solve it. Anyone can submit a ticket, whether or not they have an account. In situations that aren’t emergencies (i.e., site unreachable), we ask that you submit a ticket before trying to contact us using other methods. This keeps us organized, and when we do contact you, we’ll have important context on hand.
Billing and your account
Invoices, payment methods, plan changes and buying extra admin time all live in the client portal. Switching between monthly and yearly billing, or between plans, takes a few clicks there and the pro-rating is worked out for you.
Emergencies
There is telephone support for an emergency, at every plan level. Please raise a ticket first if you possibly can, and have the ticket number to hand when you call — it means we start from what you have already told us rather than from nothing.
A note on how we answer
There is no tier-one script here. If you call from the same number a few times, do not be surprised to be greeted by name and asked about the thing you were working on last time. Everyone answering English-speaking customers is a native English speaker.