---
title: "Open a Support Chat"
source: "https://docs.nexcess.com/hosting/portal/support-center/open-a-support-chat/"
description: "Need 24/7 technical help? Learn how to start a support chat from your My Liquid Web account to get real-time assistance from our technicians."
vertical: "Hosting"
date: "2024-03-04"
last_modified: "2026-07-31"
---

# Open a Support Chat

## Introduction

When you have a question or need immediate technical help, our Support team is available 24/7. Starting a support chat is one of the fastest ways to connect directly with a technician for real-time assistance. You can easily launch a chat session right from your [**portal.nexcess.com**](https://portal.nexcess.com/) account. This guide will show you how to start a new chat to get the help you need quickly.

---

## Prerequisites

You must be logged into your [**portal.nexcess.com**](https://portal.nexcess.com/) account to start a chat. We require this to protect your account security and to help our team access your server information quickly.

---

## Step-by-step Instructions

1. Log into your [**portal.nexcess.com**](https://portal.nexcess.com/) account with your **[username and password](https://docs.nexcess.com/hosting/portal/account/account-security/account-recovery/),** or **[sign in with Google SSO](https://docs.nexcess.com/hosting/portal/account/log-into-liquid-web-using-google-sso/)**.
2. Click the **green circle** with a speech bubble on the bottom right corner.
3. **Select** the department relevant to your request. (Billing, Sales, Technical)
4. Click **Start Conversation** to begin a Support chat.
5. If you need to attach a file, click on the **blue paperclip icon**.

### Saving a Chat Transcript

Once you are in a chat, you can easily save the conversation for review in the future.

1. Click the **kebab menu** on the top left of the chat window.
2. Click **Download Transcript**. This will initiate a download in .pdf format.

Chat Transcripts Post-Chat

If you would like to keep a copy of your chat transcript, please **copy and paste the contents** into a local text file **before closing the chat window**.  
  
Once you close the chat, the transcript is no longer available in your [**portal.nexcess.com**](https://portal.nexcess.com/) portal. If you forgot to save your chat, you can reach out to our Support team to see if a copy is still available.

### Leaving Feedback

You can leave feedback about your chat at any point during your conversation.

1. Click on the **thumbs up or down icon** on the top right of the chat window.
2. **Provide** a rating 1-5. *1 = Very Poor, 5 = Excellent*
3. Optionally, you can also **leave us a message** to describe your experience.
4. Click **Submit.** This information goes directly to our Support Supervisors.

Portal Feedback

Have an idea to improve the My Liquid Web portal? [**Learn how to submit your feedback and feature requests**](https://docs.nexcess.com/hosting/portal/feedback-feature-requests-and-suggestions/) directly to our team.

### Ending a Chat

1. Click the **kebab menu** on the top left of the chat window.
2. Click **End Chat.**
3. You will be **prompted** to leave some optional feedback. We would appreciate if you provided us a rating of your experience on a 1-5 scale. *1 = Very Poor, 5 = Excellent*

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## Frequently Asked Questions (FAQs)

**What if I select the wrong department (e.g., Billing instead of Technical)?**Don’t worry. Just let our team member know when you connect, and they will quickly transfer you to the correct department.

**How do I send a screenshot or file to the technician?**You can attach a file by clicking the **blue paperclip icon** at the bottom of the chat window.

****What happens if my chat gets disconnected?****If your connection drops, simply start a new chat. Our system will attempt to reconnect you to the same technician. If they are no longer available, your new representative will have your previous messages so you can pick up right where you left off.

******Can I get a transcript emailed to me after the chat ends?******We do not have an automatic email transcript feature. The best way to save your chat is to **copy and paste the text** into a file *before* you close the window, as described in the instructions above. If you already closed out the window, reach out to Support for assistance.