Contacting Ascio Customer Support

Ascio's support team is available to help with questions about your account, domains, and services. This article explains how to reach support — including submitting a request, starting a live chat, and phone accessibility options — along with support hours and identity verification.

Getting support at Ascio

Ascio offers several ways to reach support: a self-service Help Center, a support form, the Support Portal, and phone support. Ascio moved from email-based support to these webform-based channels in 2025 — see Important Update: All Support Requests Must Now Be Submitted by Webform for details.

Submitting a support request

Use either of the following methods:

1. Submit a request via the Support Form. The webform captures the details Ascio needs to resolve your issue.
2. Sign in to the Support Portal and submit a ticket. View and manage your support tickets and track progress from there.

Starting a live chat

A live agent is available in chat for real-time support. If you already have an Ascio account, sign in first so the chat is linked to your account.

1. From the Help Center select the Chat button.

Verifying your identity with a PIN

Ascio uses a PIN to verify your identity when you contact support. PIN codes expire after 24 hours and must be reissued by a support advisor if you need them again.

1. Sign in to the Ascio Partner Portal.
2. Select Show pin at the top right of the page.

Support hours and contact details

Holiday closures

Support is closed on the following holidays:

• Good Friday
• Easter Monday
• Labour Day (May 1)
• Ascension Day
• Whit Monday
• Corpus Christi
• German Unity Day (October 3)
• All Saints' Day (November 1)
• Christmas Day and the 2nd Day of Christmas (December 25–26)
• New Year's Day (January 1)

Accessibility: Teletypewriter (TTY) service

A relay operator can help transmit your message to a support advisor if you use a Teletypewriter (TTY) device.

Next steps

• Check the Ascio status page for any ongoing incidents before contacting support.
• Set up two-factor authentication if you're having trouble signing in to the Partner Portal — see Two-Factor Authentication.
• Learn about the Ascio Partner Portal to manage your account online — see Partner Portal Overview.

Questions? Contact Ascio Support.