Support
How can we help?
Have a look below, or just get in touch — we would rather answer you directly.
Browse by topic
Getting started
Setting up your site for the first time
Domains and DNS
Connecting a domain you already own
Mailboxes, forwarding and your phone or laptop
Billing
Invoices, paying, changing plan
Common questions
How do I get my website online?
Tell us what you are building and whether you already have a domain. We will set the account up with you and walk you to a live site.
How do I move my site from another host?
Send us your current setup and we will look at what is involved. We agree a time with you before anything changes.
How do I restore a backup?
Every plan includes daily backups. Ask us and we will walk you through restoring one, or do it with you.
How do I point my domain at Hostgray?
We will send you the exact records to set at your registrar, and check it is working once you have applied them.
How do I change plan?
Ask us. Moving up takes effect straight away, and we will explain any difference in cost before you agree to it.
How do I cancel?
Just ask. Your files and database are yours, and we will help you export them rather than making it difficult.
Do you offer email with my domain?
We set you up with Google Workspace or Microsoft 365 and handle the DNS records. Your website's own emails (forms, orders) go through our relay so they stop landing in spam.
Is SSL included?
Yes, on every plan, with automatic renewal. You should never have to think about certificates.
What happens if my site breaks?
Our Site Doctor looks at what changed and explains it in plain words, with a fix you can undo. Risky updates run snapshotted with automatic rollback.
Will my price go up when I renew?
No. Your renewal price is the price you signed up at. If it ever needs to change, we tell you 30 days ahead and you can cancel before then.
Do you offer a money-back guarantee?
Yes — 30 days on all plans. Tell us within 30 days of signing up and we refund you.
How do I pay?
By invoice to begin with — bank transfer or card. Automated billing and more payment methods arrive with our customer portal.
Still stuck?
Reach a person during New Zealand and Pakistan business hours. Outside those hours, send a message and we will pick it up when we are back.