Back to DocsAttaching a file
You can attach files to a ticket when you open it and on any later reply. Screenshots of an error, a log excerpt or a configuration file usually explain more than several paragraphs of description.
What helps most
Useful attachments have a couple of things in common.
- The **relevant part** of a log, not the whole file — the lines around the error, with a bit of context before and after.
- A screenshot showing the **whole window**, including the address bar and the error message, not a crop of the error alone.
- Plain text rather than a photo of a screen, whenever text is possible.
Never send credentials
Do not attach private SSH keys, and do not paste root passwords into a ticket. If we need access to your server to help, we will tell you exactly what we need and why.
Before sending a config file, strip database passwords and API tokens out of it.
Where attachments are stored
Attachments are stored in private storage tied to your ticket and are readable by you and by our support team, not by anyone who happens upon a URL.
Related articles
Opening a Support Ticket
Where to write to us, what to include so it gets solved on the first reply, and how the conversation works.
Priorities, Response Times and Ratings
How tickets are prioritised, what to expect on timing, and the rating you are asked for at the end.
DeluxHost, founded in 2023, offers high-quality hosting solutions for various digital needs. We provide shared hosting, VPS, and dedicated servers with advanced security and global data centers.
