Contacting DreamHost

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Overview

There are several ways to contact DreamHost if you need assistance. This article lists the most common and direct options available.

Email (recommended)

The preferred method to contact support is through email correspondence through your panel. Support is able to answer most questions you may have and also provide you with links, examples, and so on that assist you in diagnosing an issue you're experiencing.

Creating a support ticket

  1. Navigate to the (Panel > 'Support' > 'Contact Support') page.
    01 Contacting support.png
    There are three options:
    • Ask a question – Opens a support ticket
    • Knowledge Base – Searches the DreamHost knowledge base for articles related to your issue
    • Forums – Opens the DreamHost user forum
  2. Click the 'Ask a question' field.
    02 Contacting support.png
    You have three options to contact support:
    • Chat with an agent – Opens the 'Live Chat' service
    • Submit a ticket – Submits an email ticket to support
    • Request a callback – Requests a callback from support
  3. Click the Submit a ticket option.
    04 Contacting submit ticket.png
  4. Enter a descriptive subject and message that describes your issue.
    Here are some things to remember when emailing DreamHost support:
  • Always include your domain name (website name).
  • Domain issues – Describe in detail what the issue is. Try to include specific details so support is able to pinpoint the issue faster.
  • Email issues – Include the email address with which you are having a problem.
  • Login issues – Send the username and last two characters of your password you are using so support may verify if the credentials are correct.
  • Database issues – Confirm which database is experiencing issues.
  • Billing – Include which credit card, dates, amount, and any other details.
  • Abuse – Include the address of the material in question.

Please remember that support strives to answer all emails within 24 hours, and most are answered in substantially less time.

If you don't already have an account with DreamHost, please use this contact form instead.

Attachments

If you would like to attach an image or file with your support request, you must submit your ticket in your DreamHost panel. The last page of the submission process allows you to add an attachment.

Dh-kb-note-icon.fw.png Note: Attachments cannot be sent directly through email. The DreamHost system strips all attachments out if the ticket is not submitted through the panel.


If you are already a customer you can upload the file via FTP to your DreamHost server. When submitting your ticket, make sure to explain exactly where you uploaded the file.

If you are not yet a customer, or you are unable to use FTP to upload a file, there are many free web sites that allow you to upload the file to their servers. You can then link DreamHost support to that file. Below is a list of recommended sites you can use to link a file:

Callbacks (phone support)

Support is mainly provided via email and Live Chat. However, DreamHost does have an option whereby customers can request a callback from technical support.

By default, callbacks are not included with the standard hosting package. You can, however, add three callbacks per month to your account for a nominal monthly fee. Support also offers a one-time callback feature for a fee as well.

Requesting a callback

  1. Navigate to the (Panel > 'Support' > 'Contact Support') page.
    01 Contacting support.png
    There are three options:
    • Ask a question – Opens a support ticket
    • Knowledge Base – Searches the DreamHost knowledge base for articles related to your issue
    • Forums – Opens the DreamHost user forum
  2. Click the 'Ask a question' field.
    02 Contacting support.png
    You have three options to contact support
    • Chat with an agent – Opens the 'Live Chat' service
    • Submit a ticket – Submits an email ticket to support
    • Request a callback – Requests a callback from support
  3. Click the 'Request a callback' option.
    05 Contacting request callback.png
  4. Enter as many details as possible related to your current issue.
  5. Make sure to specify if you'd like a one-time callback, or a recurring callback service added to your plan.
  6. Click Request a callback.
Dh-kb-note-icon.fw.png Notes:
  • DreamHost does NOT provide a call-in telephone number: all phone support issues are handled as callbacks.
  • Callbacks cannot be made for numbers outside the United States and Canada.
  • Callback are only provided in English.
  • Callbacks cannot be made for Security or Abuse matters. In these cases, a full written record of all communications is required.


Disabling phone service

  1. Navigate to the (Panel > ‘Billing & Account’ > ‘Manage Account’) page.
  2. Under the section titled Service Plans you'll see the phone service listed.
  3. To the far right is a column titled 'Ends'. Click the 'Edit' link.
  4. From the dropdown, choose to end the service today or at the end of your billing period.

Live Chat

Dh-kb-important-icon.fw.png Important: DreamHost support is not able to provide any sensitive account information via the chat system for security reasons, but DreamHost can email requested information to the address that is listed as the primary account contact.


All chats are stored in your panel on the [(Panel > 'Support' > 'Contact Support') page under 'Recent Messages' in case you ever need to review past conversations.

Dh-kb-note-icon.fw.png Notes:
  • A technician may not be immediately available to respond – please be patient as DreamHost support works to address your issue.
  • If during your chat your issue requires further investigation, the technician will instruct you to open a ticket so that support may investigate your issue further, as not all issues can be resolved promptly via chat.


Requesting Live Chat

  1. Navigate to the (Panel > 'Support' > 'Contact Support') page.
    01 Contacting support.png
    There are three options:
    • Ask a question – Opens a support ticket
    • Knowledge Base – Searches the DreamHost knowledge base for articles related to your issue
    • Forums – Opens the DreamHost user forum
  2. Click the 'Ask a question' field.
    02 Contacting support.png
    You have three options to contact support
    • Chat with an agent – Opens the 'Live Chat' service
    • Submit a ticket – Submits an email ticket to support
    • Request a callback – Requests a callback from support
  3. Click the Chat with an agent option.
    03 Contacting support live chat.png
  4. Click the Request a live chat with an agent button.
    06 Contacting live chat.png
  5. In the 'Live Chat' prompt, enter your information and click Begain chat.

SnailMail

Dh-kb-note-icon.fw.png Notes:
  • Technical support inquiries are only accepted through the Panel (if you have an account) or through the contact form above. Support cannot accept inquiries through the US Postal Service.
  • If you're mailing a check or money order, please remember to write your DreamHost account number on it.


DreamHost billing address

DreamHost
Attn: Payments
PMB #257
417 Associated Dr.
Brea, CA 92821
USA

Fax

DreamHost fax number:

714-671-9098

Use this fax number in instances when you are unable to contact DreamHost via email or if you need to submit paperwork.

Dh-kb-important-icon.fw.png Important: The fax should not be used for technical or customer support. It should only be used when DreamHost asks you to fax something.


When submitting a fax, please include either of the following:

DreamHost Customers:

  • WebID
  • Account ID
  • Email address
  • Website address

Non-DreamHost Customers:

  • Email address
  • Website address

Once you have marked your fax with one of the requirements mentioned above, please send it to the above mentioned fax number.

DreamHost user forums

The DreamHost Discussion Forum is located at discussion.dreamhost.com. The forum is intended for customer self-help and is NOT meant to contact DreamHost support.

The forum requires you to register. This registration is completely separate from any of your other DreamHost user login accounts.

Suggestions

DreamHost always welcomes suggestions from its customers. Suggestions for new features or changes to be made to DreamHost services can be made in the 'Suggestions' section of the DreamHost discussion forum:

You can also find it on the forum's homepage by clicking the 'Suggestions' link:

Suggestions.png

DreamHost status page

DreamHost has a status and announcement page you can visit to keep up to date on any scheduled maintenance or unscheduled downtime that may be currently affecting customers.

On those pages, you can comment on the status post at hand while a DreamHost representative continually updates the status of the post.