Overview
Sometimes you need to speak with a member of our support team for personalised help. Here's how to connect with someone who can provide the specific assistance you need.
⚠️ Important: If your site is completely down, we have a special process for that situation. Please refer to our dedicated site down support guide.
🤓 Tip: Before following these steps, make sure you've watched or read our guide on using the digital assistant, as this process builds on that foundation.
Start through the digital assistant
📌 Note: Try speaking to someone via the digital assistant in your admin dashboard first. This is the easiest method.
From the Help Centre
Access the digital assistant via the blue chat bubble
Provide your email address when prompted
Select I have an issue or the relevant option for your situation
Try automated help first
The digital assistant will attempt to help you with your question
Review the suggested solutions provided
If the automated help doesn't resolve your issue, type get more help
Connect with support channels
After requesting more help, you'll be guided to:
The Admin area to use the assistant there
Other support channels (such as the support portal)
Your account manager (if applicable)
If the above aren't available, you'll be provided with a Ticket form.
Submit a support ticket
If you need to fill out a ticket form:
Complete all required fields in the form
Provide a detailed description of your issue
Confirm your contact, company, and site details
Click Submit to create your ticket
Track your ticket
Once your ticket is submitted:
Wait a few moments in case our support team has immediate questions
Check your email for ticket responses and updates
Reply directly to ticket emails or click the provided link to return to the Help Centre
Access your ticket anytime through the Help Centre link
📌 Note: You'll receive email notifications for all ticket updates and responses from the email you initally provided.
FAQs
Q1: How long does it typically take to get a response from human support?
Answer: Response times vary depending on your support plan and the complexity of your issue. You'll receive an estimated response time when you submit your ticket.
Q2: I submitted a ticket but haven't received an email confirmation. What should I do?
Answer: Check your spam folder first. If you still don't see a confirmation, try submitting another ticket or contact us through a different method.
Q3: Can I call someone directly instead of using the ticket system?
Answer: Phone support is currently only available via the Access Support Portal, depending on your support plan. The digital assistant will guide you to all available contact methods for your account.
Q4: My issue is urgent. How do I prioritise my ticket?
Answer: When describing your issue, clearly indicate if it's urgent and explain the business impact. For site downtime, use our special Site is down process instead.
Q5: Can I update my ticket after submitting it?
Answer: Yes, you can reply to the ticket email or click the link in your confirmation email to add additional information to your existing ticket.
Q6: What information should I include in my support request?
Answer: Provide a clear description of the issue, steps you've already tried, any error messages, and relevant account or site details. Screenshots can also be helpful.
Q7: I can't access my admin dashboard. How do I get support?
Answer: Use the Help Centre digital assistant as your primary method. This works even when you can't access your admin dashboard.