How can I contact LWS sales support?

Procédure

Objective

This article explains how to contact LWS commercial support depending on your situation.
You will find the different solutions available if you are already a customer, if you are not yet a customer, or if you would like to contact a sales advisor by phone.

Who is this documentation for?

This documentation is intended for LWS customers as well as people who want to obtain commercial or administrative information before or after an order.

Commercial or administrative support can be contacted in the following situations:

• request for information about an offer, a service or an order;
• need for clarification on pricing or reporting a price issue;
• question about an invoice, a payment or a duplicate payment;
• request for a refund, cancellation or a commercial gesture;
• request for a payment delay or use of a specific payment method;
• problem encountered when placing an order or at the time of payment;
• request for information about the money-back guarantee;
• modification of the account contact details, such as the email address or phone number;
• change of account holder;
• account regularization in the event of the holder's death;
• situation in which the provider or the person managing the account no longer responds;
• request related to the administrative management of the account or identity verification;
• problem accessing the LWS customer area;
• difficulty receiving emails sent by LWS.

If your request concerns a technical issue on an active service, you should contact technical support.

Concerned panel

This procedure concerns:

• the LWS customer area / LWS Panel for customers already logged into their account;
• the LWS website and the websites of its secondary brands for people who are not yet customers or who want to use the contact form;
• the commercial hotline for requests handled by phone.

Prerequisites

Before you begin, prepare the following items depending on your situation.

If you are already a customer

• your LWS customer ID in the format LWS-XXXX;
• your password for accessing the customer area, if you still have it;
• the useful information regarding your request.

If you are not yet a customer

• the details of your need;
• a valid email address to receive a reply;
• any useful information about the service you want to order or compare.

If you cannot log in to your customer area

The contact form can also be used by customers who cannot access their LWS customer area.
In this case, if possible, prepare:

• your LWS customer ID;
• the account contact email address;
• any information that helps identify your file and the problem you are experiencing.

If you want to contact commercial support by phone

Commercial phone support is available to both customers and non-customers.

• If you are a non-customer, simply prepare the useful information regarding your request.
• If you are already a customer, the agent may ask you for certain information in order to verify the account, for example:
  • your LWS account ID;
  • the account contact email address;
  • the last name and first name of the account holder.

Preparing this information in advance helps facilitate the exchange and the processing of your request.

The different ways to contact LWS commercial support

Contact commercial support from your LWS customer area

This solution should be preferred if you are already an LWS customer.
It allows you to send a commercial or administrative request directly from your account.

Step 1 : log in to your LWS customer area

Step 2 : open the “Assistance” section located at the top right of your screen.

Step 3 : On the assistance page, click the “Contact support” button.

Step 4 : select the service related to your request, then click “Next”.

Examples:

• hosting;
• a domain name;
• a service associated with your account.

Choose the service closest to your request to facilitate processing.

Step 5 : Enter your message by clearly explaining your need, then click “Next”.

Step 6: select the category “Commercial / Administrative”, then click “Open ticket”.

Your request is then sent to the relevant department. Our commercial agents reply 7 days a week from 8 a.m. to 6 p.m.

Contact commercial support via the contact form

If you are not yet a customer, or if you are already a customer but you cannot log in to your LWS customer area, you can contact commercial or administrative support from the LWS website using the contact form.

This solution is particularly useful:

• if you want information before placing an order;
• if you do not yet have a customer account;
• if you have lost access to your customer area;
• if you need commercial or administrative assistance without being able to open a ticket from your account.

Step 1 : open the LWS Contact page.

Step 2 : click the “I am not a customer” button.

Step 3: Fill in the requested fields with the information useful for your request, then click “Send”.

To facilitate the processing of your request, it is advisable to include:

• your name;
• your email address;
• your LWS customer ID if you have one;
• the subject of your request;
• the details of your need or the problem encountered.

Our commercial agents reply 7 days a week from 8 a.m. to 6 p.m.

Contact commercial support by phone

If you want to speak directly with an agent, you can reach the LWS commercial hotline by phone.

Commercial phone support is available to:

• customers;
• non-customers.

Commercial support phone numbers

• France number: 01 77 62 3003
• From abroad: +33 1 77 62 3003

Hours

The telephone commercial service is available Monday to Friday from 9 a.m. to 7 p.m..

Information to prepare before the call

If you are a non-customer

Prepare the useful information regarding your request so that the advisor can respond more easily.

If you are already a customer

To confirm the account concerned, the agent may ask you for several pieces of information, including:

• your LWS account ID;
• the account contact email address;
• the last name and first name of the account holder.

It is therefore advisable to prepare these items before the call.

In what cases should you call the hotline?

The phone can be useful if:

• you are unable to open a ticket from your customer area;
• you want to arrange a phone appointment with a commercial agent;

Request a call-back from a commercial advisor

You can request to be called back by a commercial advisor. The call-back takes place during the selected time slot, Monday to Friday.

Step 1 : Go to the phone appointment booking page on LWS.

Step 2 : Choose an available date

Greyed-out dates indicate dates when the phone appointment service is not open or dates for which all slots are already booked.

Step 3 : Choose the time slot when you are available to be called back

Step 4 : Fill in the request form

The requested information is as follows:

Your first and last name

Your email address

Your country (and phone number depending on the case)

A description of your request

Step 5 : wait for the advisor's call

A commercial advisor will call you back during the time slot you selected, Monday to Friday.

This solution is useful if you prefer to be contacted at a specific time.

Check that your request has been received

Depending on the contact method used, several elements can help you verify that your request has been sent.

If you went through the customer area

After clicking “Open ticket”, your request should be registered in your customer area. You should be able to find your exchange in the tracking of your support requests.

You also received a confirmation email at the account's contact email address.

If you used the contact form

After clicking “Send”, your request should be forwarded to commercial support.

Make sure the form has been validated and monitor the email address indicated in your request.

If you called by phone

Your request is taken into account directly during the exchange with the commercial advisor. If the agent opens a ticket for you, you will receive confirmation by email directly. If an appointment procedure is sent by email, check your inbox.

If you requested a call-back

Your request is taken into account once the form is validated.

You also receive a confirmation email allowing you to reschedule your appointment for another time slot or cancel your appointment if you no longer need it.

The advisor will then call you back during the selected time slot.

Response time

Commercial contact requests from the customer area generally receive a response within 30 minutes after the request is opened if it is opened Monday to Friday between 8 a.m. and 6 p.m. In the evening and on weekends, the response time may be longer.

If you have not received a response after this time:

• check your customer area if you are already a customer;
• check your email inbox and your spam/junk mail;
• make sure you used the correct contact channel;
• contact commercial support again if necessary.

Common issues

You do not know which category to choose

If your request concerns an offer, an order, an invoice, an administrative question or a pre-purchase need, choose the “Commercial / Administrative” category in the customer area.

You want technical help

If your request concerns a technical malfunction, you must go through technical support.

You have not received a response

Wait for the indicated timeframe, then check:

• your emails;
• your spam/junk mail;
• your customer area if you are already a customer.

If no response is visible, contact commercial support again using the method best suited to your situation.

Conclusion

You now know how to contact LWS commercial support depending on your situation.
If you are already a customer, the easiest way is to go through your LWS customer area.
If you are not yet a customer, you can use the contact form available on the LWS website.
You can also contact a commercial advisor by phone or request a call-back at a suitable time slot.