USING OUR SUPPORT SYSTEM
Located at the bottom of your screen, click on the red Help Beacon - for quick access to help. Or, use the drop down menu, beneath the "Our Company" heading. Click on "Help Docs"
Clicking on the Help Docs link will provide you Direct access to our Help Docs site, which is a site that contains support articles on many questions that have already been asked. The Help Beacon will be provide you answers for FAQs and provide you with the ability to send a Support Request to the right people who can help you with your question.
When a Support Request is sent to us. The request is instantly delivered to the correct support staff member. This ensures that you reach someone who can actually help you with your query.
Typically, inquiries sent between the hours of 10-4 PM Eastern Time, Monday - Friday are normally answered within 2-hours. However, sometimes we do get busy and it may take some extra time. So, please be patient.
Once you land at our Support Site, you'll have the opportunity to navigate the site to see if you can find the answer to your support inquiry. If you still cannot find the answer you're looking for, simply send us a Support Request. Each page you land on within our Support Site will offer you the opportunity to submit a support inquiry.
SUPPORT BY PHONE
We don’t offer on-demand telephone support because we truly believe it wouldn’t be possible to provide the same effective assistance over the phone. We have decided to keep our support online for a few reasons:
We can instantly view your orders, subscriptions, billing information, product details, account activity, and other information so we can troubleshoot effectively.
Sometimes a customer may experience a technical issue or error message from our website that may be difficult to explain. In this scenario, we frequently would ask you to send us screenshots, videos, and links to help us see what you’re seeing. We can also send you screenshots and videos to guide you in the right direction.
It’s faster. We can quickly get to the bottom of your questions without putting you on hold. There’s no music to listen to and you’re not wasting your valuable time waiting on hold with us.
Online support keeps detailed records in one place. This ensures nothing gets lost in translation if we need to escalate your issue. We’ll always have access to previous tickets so you won’t have to repeat your questions.