In the console open Support and select New ticket. Write a Subject, choose the Category (General, Billing or Technical) and the Priority, describe the problem in Message, attach screenshots if they help, and select Open ticket. Skyline's team replies by email and in the ticket, in Arabic or English. Support hours are Saturday to Thursday, 08:00 to 17:00 Saudi time.
What you need
- A Skyline Cloud sign-in. Every member can open a ticket and reply to it.
- The details that save a round of questions: the domain, mailbox, server or invoice concerned, what you expected, what happened, and when.
How do I open a ticket?
Open Support. Select Support in the console menu. The page lists your tickets with their reference, subject, category, priority, status and last reply.
Start a ticket. Select New ticket. You can also press Ctrl K and choose the action Open a ticket.
Describe it. Write a short Subject, choose a Category (General, Billing, Technical) and a Priority (Low, Normal, High), and explain the problem in Message.
Attach files. Under Attachments add up to 5 files of up to 10 MB each, such as a screenshot of the error or a bank receipt.
Send. Select Open ticket. The ticket gets a reference and appears in your list.
Follow the reply. You are notified by email when Skyline answers; reply by email or in the ticket. Keep one problem per ticket so that nothing is lost.
What should I include?
| Problem with | Include |
|---|---|
| The mailbox, the other address, the time, and the row from the mail log if there is one | |
| A domain or DNS | The domain name and the record concerned |
| A server | The server name, what you were doing, and any error text |
| Billing | The invoice number or top-up reference, and the receipt for a transfer |
| Something that changed unexpectedly | The entry number from the activity log |
Never send a password, an API token or a full card number in a ticket. Skyline staff do not need them.
Are there other ways to reach Skyline?
Yes. Phone and WhatsApp: +966 50 993 9334, during support hours. Many questions are answered at once by the guides in this help centre and by the knowledge base, both of which the console search also covers.
If something goes wrong
| What you see | What to do |
|---|---|
| You get no email about replies | Check the junk folder of the address you sign in with. The reply is always in the ticket itself under Support. |
| The attachment is refused | Keep each file under 10 MB and attach at most 5. Compress large files, or send the rest in a later reply. |
| The matter is urgent and outside support hours | Set the priority to High and describe the impact; also check the Alert Center, which often shows the cause and the next step. |
Frequently asked questions
In which languages does support answer?
Arabic and English.
When is support available?
Saturday to Thursday, 08:00 to 17:00 Saudi time.
Can I reply to a ticket by email?
Yes. Reply to the notification email, or answer inside the ticket in the console; both reach the same ticket.
Related guides
- How to find anything in Skyline Cloud with search
- How to read and act on alerts in the Skyline Cloud Alert Center
- How to read and export the activity log in Skyline Cloud
- How to track a message with the Skyline Mail log
- How Skyline Cloud works: all guides
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