Technical Support

1. You can apply to the Technical Support Service by any convenient means:
  • To benefit from technical support, you must have Support Plan active.
    Communication with technical support team is done in English.

technical support service

Guidelines

To get a quick and complete response to your support ticket, please follow these guidelines:
2. Each time you apply to Technical Support Service, please, send the email from the email address registered for your project.
Once we have received your email, one of our technical support specialists will fill out a request form, and assign a unique number to it.
You will receive an email containing the assigned number, of your request, for example: [#123456#]. All future support responses regarding this issue must be replied as an answer to this email. It is important to keep the subject line of your email with the assigned number [#123456#] as it will help us to quickly understand what the issue is about.
3. Place a new request for every new issue. DO NOT send a new issue as the answer to one of the preceding letters – with the topic, containing the number of another request. Create a new message and briefly describe your issue with the topic. So, it will help us understand faster that we deal with a different matter, not connected with the previous one.
4. Try to describe the issue as detailed as possible. E.g. the message ‘my site is not working’ or ‘my mail is not working’ will require some extra details, so, please, describe all the details of the matter that you know in the first letter.
Please, be polite. Your patience and tactfulness will help, primarily, to find a fast method of solving your problem.
Following these simple rules will help us find the gist of your problem as soon as possible and make a faster decision.

Examples

Examples of how to send a message about various issues:
a) If the platform you are using displays an error message: write the type of error (not the number but the text). If you cannot copy the error message, take a screenshot (a shot, created by pressing the PrintScreen button) of the message and send it to us.
b) If you cannot enter the webshop: write the name of the Internet provider; the address you are using to enter the website; which Internet browser you are using; and which mistake is displayed when you try to enter the website (write not the number but the text).
c) If you cannot access your e-mail, please, write the name of the e-mail program you are using. Mention if your e-mail worked before in this program or if you are using it for the first time. What exactly is the problem with sending or receiving messages? What errors does the program display (write the text, not the number)?
d) If the messages you send do not reach the addressee: write when, to which mailbox, and from which mailbox you sent the e-mail message. If letters are returned with errors, please, send the body of the letter which was returned.
Please, be polite. Your patience and tactfulness will help, primarily, to find a fast method of solving your problem.
Following these simple rules will help us find the gist of your problem as soon as possible and make a faster decision.