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Submitting a ticket

You can submit a ticket to GitHub Support using the support portal.

In this article

If your account uses a paid GitHub product, you can directly contact GitHub Support. If your account uses GitHub Free for user accounts and organizations, you can contact GitHub Support or GitHub Premium Support to report account, security, and abuse issues. For more information, see "About GitHub Support."

If you use GitHub Enterprise Server, GitHub Enterprise Cloud, or the Premium plan you must submit tickets using the GitHub Enterprise Support portal.

Submitting a ticket using the GitHub Support portal

  1. Navigate to the GitHub Support portal.
  2. Under "Name," type your name.
    Name field
  3. Use the Email drop-down menu, and select the email address you'd like GitHub Support to contact.
    Email field
  4. Under "Subject", type a descriptive title for the issue you're having.
    Subject field
  5. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include:
    How can we help field
    • Steps to reproduce the issue
    • Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
    • Exact wording of error messages
  6. Optionally, attach files by dragging and dropping, uploading, or pasting from the clipboard.
  7. Click Send request.
    Send request button

Submitting a ticket using the GitHub Enterprise Support portal

  1. Navigate to the GitHub Enterprise Support portal.
  2. Click Submit a Ticket
    Submit a ticket to Enterprise Support team
  3. Under "Your email address", type the email address associated with your GitHub account.
    Your email address field
  4. Under "Subject", type a descriptive title for your issue.
    Subject field
  5. Under "Description", provide any additional information that will help the GitHub Enterprise Support team troubleshoot the problem. Helpful information may include:
    Description field
    • Steps to reproduce the issue
    • Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
    • Exact wording of error messages
  6. From the GitHub Enterprise Product drop-down menu, select GitHub Enterprise Cloud.
    Priority drop-down menu
  7. From the "Priority" drop-down menu, select the appropriate urgency. For more information, see "Assigning a priority to a support ticket."
    Priority drop-down menu
    • Choose Urgent to report critical system failure.
    • Choose High to report issues impacting business operations, including removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restorations, or to report critical bugs.
    • Choose Normal to request account recovery or spam unflagging, report user login issues, and to report non-critical bugs.
    • Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
  8. From the "Global Region" drop-down menu, select APAC (Asia Pacific), EMEA (Europe, the Middle East, and Africa), or Americas as your region.
    Global Region drop-down menu
  9. Click Add file, then attach the diagnostics file you downloaded to include diagnostics with your support ticket.
    Add file button
  10. Click Submit.

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