Contacting Technical Support

Kevin Zicherman Updated by Kevin Zicherman

This article will assist you with the best practices to contact Technical Support.
What you will need:
  • MyWiFi Account.
How to Contact Support
  • Select Support from the top menu.
  • Or click on the chat icon in the bottom right corner of the screen.
General Inquiries and Support

For general inquiries and support, you can click the support icon in the bottom-right corner of this page or within the MyWiFi Platform.

When is Live Support Available?

Monday - Friday, 9:00AM - 5:00PM EST

Suggested Practices before contacting support:

Prior to contacting support, please make sure that you search through our Knowledge Base. 

You may do so by clicking the search bar at the top of the screen or within the chat bubble.

Network Setup Questions

It’s also important for you to know that our technical support staff will not be able to provide you with any network setup or device configuration advice

To receive this advice we recommend that you ask a local networking professional or our Facebook group of experienced Wi-Fi marketers and MyWiFi Platform users.

How to Expedite Your Support Request

To expedite your support request it's important to provide as much detail as possible about what is going on.

In most cases, we need the following information:

  • Your MyWiFi account email address
  • Name of the Campaign
  • Name of the Device
  • Live Campaign URL (not the URL inside the app)
  • What is the expected outcome
Case Specific Information
  • Login details for any 3rd party integrations
  • Domain names
Ticket Submission Guidelines
Make sure to only have 1 support request or question per thread. If you have additional questions, please submit them as a new conversation. 
Please only submit one request for the same issue. Submitting extra requests for the same issue creates extra work for our support agents and slows down response time for you and other users.

If you have any questions about this, please contact our support team by clicking the support icon in the bottom right-hand corner of this page.

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