Customers with an account
Primary channel for service questions about your domains, hosting, mail, packages and invoices.
Contact & support
Open a support message in My NovaMX.
If you already have an account, Messages in My NovaMX is the best way to reach us. Your domain, package and recent changes stay attached to the conversation, so we can help faster than with a loose email.
Preferred
How to create a ticket
- Sign in to My NovaMX and select the domain the question is about.
- Open Messages from the portal menu and start a new message.
- Describe what you expected, what happened, and any error text you saw. Attach a screenshot only if it does not contain passwords or secrets.
- We reply in the same thread. You get a clear status instead of hunting for email replies.
Use this for hosting, mail, DNS, MailControl, packages, invoices and almost every day-to-day question. Routine questions are handled on business days (Central European Time). Urgent incidents that affect delivery or availability are monitored outside those hours as well; open a message as soon as you can sign in.
When to use which path
Start in the portal when you can
Most changes already run in My NovaMX with clear next steps. Open a message when you are stuck after following the on-screen guidance, or when you need a human decision.
| Situation | Urgency | Best starting point |
|---|---|---|
| Site down or mail bouncing | Highest | Message in My NovaMX with domain, error and start time |
| SPF, DKIM or MX problems affecting sending | High | Free mail check, then a portal message with the domain |
| Packages, billing, DMARC or monitoring questions | Standard | Message in My NovaMX (include the domain or invoice number) |
Support requests are prioritised by impact and queue position. Support targets and related conditions are set out in the Service levels document. Platform-wide incidents are published on status.novamx.eu.
Self-service
What usually needs no ticket
DNS records, DNSSEC, mailboxes, MailControl DNS steps, package limits, invoices and website monitoring settings are meant to run in My NovaMX with clear next steps. Open a message only when status stays blocked after you followed the guidance on screen.
Company details
NovaMX B.V.
Registered office: Salland 1, 1948 RE Beverwijk, Netherlands. Chamber of Commerce (KvK): 42107118. VAT: NL869765097B01. Phone: +31 85 130 0982. Email: contact@novamx.eu.
Email (secondary)
When email still makes sense
Prefer Messages in My NovaMX if you have an account. Use email when you cannot sign in yet, or for abuse and security reports that need a dedicated inbox.
No account yet
Product questions, partnership enquiries, and permission to quote public NovaMX materials before you create an account.
Cannot sign in
Use this if the portal is unreachable or your login fails, and you need help restoring access. Include the account email and domain when you can.
Abuse & security
Report spam, phishing, compromised accounts or suspected abuse involving NovaMX infrastructure. Include timestamps, domains and message samples where possible.