topic Re: Unable to get support in General Topics

Unable to get support

mschwarzRad — Thu, 24 Aug 2023 15:32:29 GMT

We cant go online to submit a support case because no products come up when entering any of our devices. Called support and entered our serial number but it will not take because we must submit a case online first. Called back and this time tried to submit a administrative case thinking I could get someone to help, nope

Called back and chose dont have serial number option, was on hold for 15 minutes then disconnected. called back and this time after about 10 minutes pressed 1 for call back. but after 2 hours still no calls.

Tried entering serial number online but says its not found. tried going through inventory and nothing is listed, tried registering it but it says it registered already.

EVERY attempt has led me to a roadblock.

Can Someone PLEASE tell me how to get support?

Re: Unable to get support

Claw4609 — Thu, 24 Aug 2023 15:40:24 GMT

Is it possible you're logged into the wrong support account? Otherwise I would reach out to your sales team and they should be able to reach out to someone for you.

Re: Unable to get support

mschwarzRad — Thu, 24 Aug 2023 17:11:02 GMT

Thank you for the reply.

Yea, it seems like that but I cant get through to anyone to get it straightened out.

Re: Unable to get support

Remo — Sun, 27 Aug 2023 07:02:54 GMT

Do you have the account selector at the top of the support portal website to change the account there?

Or when you navigate to Products and then assets, is the device you are looking for listed there?

And lastly, did you choose the right categoriy/product for the case, as it might filter already the asstes you are shown depending on this.