---
title: "Calls and Help — Documentation | WordPane Cloud"
url: "https://wordpane.cloud/en/documentacao/suporte/"
description: "Open requests with context, track answers and make the initial diagnosis. See the steps and guidelines to use the WordPane Cloud panel."
language: "en"
generatedAt: "2026-10-30T19:14:01.421Z"
contentType: "public-page"
pricingSource: "https://app.wordpane.cloud/api/public/plan-catalog"
---

[Documentation center](https://wordpane.cloud/en/documentacao/)

Customer area

# Calls and help

Open requests with context, follow answers and make the initial diagnosis.

**Customer area guide**

These procedures happen in app.WordPane.cloud. For files, databases, SSH users and application configuration, see the control panel guides. Values and options can change; check the summary presented in your account before confirming.

## Open a call with the right service

Where to find: Calls → New Call

Selecting the service and context helps the team locate the affected resource.

- Choose Service: Servers, Emails, Indications, Billing or Account and other subjects.

- Select Context when made available. For general matters, the call is linked to the account.

- Write a Subject that identifies the problem.

- Choose Service Area: Account, Billing, Technician or Error.

- Choose Request Type: Doubt, Configuration, Service Failure or Recovery.

- Define Impact: A feature, Various features or Service unavailable.

- In the Description, explain what happened, since when, message displayed and what you have tried.

- Use Add Attachment if necessary and review the file.

- Click Create and check that the call has been registered.

**Before continuing**

Do not send passwords, tokens, keys, private content of messages or captures with data from other customers. Report time and time zone, resource name and steps to play.

## Locate and follow a call

Where to find it: Calls

The screen separates open and closed calls and allows filtering by service.

- Select Open calls or Closed calls.

- Use Search Calls and Filter by Service to locate the request.

- Check ID, Title, Department, Last Response and Created on.

- Open the request for the view action on the line.

- Read the conversation, Context of the service, department, creation date and details of the resource. If closed, the screen offers Open call; reopen only when you need to continue the service.

- Use Update calls to consult the current state.

**Before continuing**

In a closed call, the screen informs that it is necessary to open it to send a message. After reopening, check the available form. Reopening, sending replies and closing were not executed in this review.

## Make a diagnosis before requesting help

Where to find: Panel, Operations, Consumption and extracts and Control Panel

Register the symptom and look for the screen that explains the status of the resource.

- Creation or cloning: check history and Account Details → Operations.

- Balance or charge: compare Wallet, Transactions and Consumption and extracts; indicate period and resource.

- Email: Check selected domain, DNS, cash situation, space and balance; test by webmail.

- Site: Check if the server operation has completed and if the domain points to the correct destination.

- Application errors: refer to the logs in the control panel and register the required snippet without credentials.

- Open a call with the exact message, time, affected feature and last known change.

For technical problems, see [Applications](https://wordpane.cloud/en/documentacao/aplicacoes/), [Databases](https://wordpane.cloud/en/documentacao/bancos-dados/) and [Backups](https://wordpane.cloud/en/documentacao/backups/).

## Understand customer area terms

Where to find: All menus

Use these terms to distinguish resources, payments and operations.

### Understand the fields and options

**Customer area**: Account, services, hiring, balance, billing and support on app.WordPane.cloud.

**Control panel**: Technical server environment for files, applications, database, SSH and backups.

**Reference application**: Choose which guides the technologies; does not install the application in the creation of VPS.

**VPS**: Virtual server with CPU, memory and disk.

**Stack**: A set of technologies that executes the project.

**Deploy**: Preparation and publication of an environment or application.

**Cloning**: Application copy, files or database to another server.

**Wallet**: Credits available for the consumption of services.

**Transaction**: Payment or reload record.

**Extract**: Registration of consumption discounts, historical charges and storms.

**Monthly reference**: Monthly comparison value; check out the actual fare and consumption.

**Management**: WordPane service over VPS; may have separate charging of the infrastructure.

Updated October 8, 2026.

[Consult other guides](https://wordpane.cloud/en/documentacao/)

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Fonte oficial: https://wordpane.cloud/en/documentacao/suporte/
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