Knowledgebase & Forum/Reporting your issue to us.

Tickets – reporting your issue- what you need to know

Sal A
posted this on July 18, 2012 11:11

If you’ve submitted a support request a few things will automatically happen:

1) You will be asked to log into our support services so please choose a password to match your email address. It’s very important to check your email address is correct as we cannot reply to you if not.

2) You should receive a verification email from us asking you to verify your email address. Users who have not completed this step and still submit a ticket will not recieve an answer to their ticket from us so please verify and then re-submit your issue.

NOTE: Because you get a few automatically-generated emails from us first, you need to check your Junk mail folders and possibly also add mails from @werinteractive.com to your safe list- especially if you are using a Yahoo, Hotmail, Live or Gmail account as we have had a number of bounces from these email addresses due to over-protective spam filters.

We will always try and respond to every successful form submitted within a few hours during normal office hours Monday-Friday. Weekends may take longer for a response, including those tickets submitted on a Friday. If your issue is part of a larger issue, it’s possible there may be a longer delay in receiving a response as we have to collate all tickets on an issue to give our development team something concrete to help them fix it. 

 

Our development team work to two-week release cycles but large-scale emergency issues will be prioritised as needed.

 
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