How do I reach E-3 for help?

The short version

• Email support@e3help.me, call 814-399-4655, or use the Get support form.
• Replies usually come within one business day.
• Call if your site is down, looks hacked, or your email has stopped working.
• Say who you are, what’s wrong, where, and when it started.
• Never send passwords, sign-in codes or recovery codes.

How do I get help quickly?

1. Decide if it’s urgent. See the list below. If it is, call.
2. Contact us from an address or number we know, such as your usual work email.
3. Say who you are: your name and your business.
4. Say what’s wrong, or what you want, in one or two plain sentences.
5. Say where: the web address of the page, or which email account and which device.
6. Show what you see. Type out the error message exactly, or attach a screenshot with personal and customer details covered.
7. Say when it started, and whether anything changed around then, such as a new phone or a password change.

When should I call, and when should I email?

Call 814-399-4655 if:

• your website is down, shows an error or looks hacked
• your business email has stopped sending or receiving
• your site shows a “Not secure” or certificate warning
• wrong information is live and could mislead customers, such as the wrong phone number

Email or use the support form for:

• website text, photo or page changes (see can you update the text on my website)
• how-to questions
• questions about an invoice or what’s included in your service
• anything you want to send files with

If you leave a voicemail, give your name, business, a callback number and a one-line description of the problem.

What does a helpful first message look like?

“Hi, this is Pat at Main Street Plumbing. Since this morning, email to office@ isn’t arriving on my iPhone. My computer gets it fine. The error says the password is incorrect.”

That covers who, what, where and when, which saves a round of questions.

Why does this matter?

A clear first message saves a round of back-and-forth. The details that matter most are the exact error, the device and when it started. Those usually point straight at the cause.

What are the common mistakes and edge cases?

• Sending a password “to save time”. Please don’t. If access needs to change, say so without the password.
• Asking from a new address. Expect extra questions about requests for logins, password resets or access from a new address. Scammers sometimes pose as business owners to get into accounts.
• A message that claims to be from E-3. Never send your password by email. If a message asks you to pay a new account, sign in through a link, or share a password, call 814-399-4655 to check. The FTC warns that scammers send fake invoices that look like they come from real suppliers.
• Someone else on your team needs help. That’s fine. Tell us who.

What if this didn’t work?

If you haven’t heard back within a business day, call 814-399-4655. Emails sometimes land in junk folders on either side, and a quick call clears it up. If you tried one of our help articles first, tell us which one and where you got stuck.

How does E-3 handle this?

People at E-3 make the changes. Updates and bigger changes are tested on a staging copy first, and website care includes daily backups. See undo a website change.

E-3 works with businesses wherever they are.

Related questions

• My website is down
• How do I reset my email password or log in to webmail?
• Why are my website form emails going to spam or not arriving?
• What’s included when E-3 looks after your site