How to Submit a Support Ticket

If you need assistance, you can submit a support ticket using one of the following methods:

Contacting the Right Department

Before submitting a ticket, ensure you're reaching out to the correct department, note that there are 2 ways to contact us. You can do it over email or use the customer's portal.

Departments

• Support: For technical issues, troubleshooting, and general assistance, email support@support.nubius.io.

• Billing: For invoice inquiries, payment issues, or billing concerns, email billing@support.nubius.io.

• Sales: For pricing, new services, or product recommendations, email sales@support.nubius.io.

Important: When contacting support or billing, the email must be sent from the registered owner email or an approved subaccount/contact to ensure proper ticket creation.

Submitting a Ticket via the Customer Portal

1. Log in to the Nubius Customer Portal.

2. Navigate to Support → Open Ticket.
   

3. Choose the appropriate department (Support, Billing, or Sales).
   

4. Enter the ticket details:

   • Select the related service (if applicable).

   • Provide a clear subject.

   • In the message field, include detailed information about the issue, steps to reproduce, and any relevant details.

   • Attach any necessary files to support your request.
     

5. Click Submit to create your support ticket.

For response times, please review our Service Level Agreement (SLA): SLA Details.