Every day VuePilot receives a large volume of support tickets from customers around the world.  Our staff are based in Sydney, Australia however our customers are global.  We receive support tickets 24 hours a day, 7 days a week, 365 days a year.

We are a small team which makes dealing with a high volume of requests tricky however there are some simple guidelines outlined below to follow that will ensure you get the fastest possible response from our team of skilled engineers.

Step 1: Before You Do Anything

Check The Support Site

Search for your issue or topic on the support pages here: https://www.vuepilot.com/support/  and the FAQ here https://www.vuepilot.com/support/faq/

80% of support tickets are for common problems that we have already detailed a solution for on this site.

Perform Basic Checks

• Try some common troubleshooting practices such as restarting the computer in question and trying the software on another machine to eliminate the possibility of it being an issue on one specific machine. This is a very common issue and happens frequently due to OS updates and other various changes to the host machine.
• For app display issues, please see the article: Troubleshooting App Display Issues
• If the error message reads something very clear like “No Internet Connection Available“, then use common sense here and check your internet connection and firewall rules before opening a ticket.

Update The Software

If you are not using the latest version of the software, be sure to update and try that first.

Step 2: Open A Support Ticket

This sounds simple but is the thing that causes the most issues for new users.

• You can open a new support ticket from the contact page on the website – https://www.vuepilot.com/contact
• Be sure to select the CORRECT category of assistance (Technical, Sales, General etc).  Do not select “General” and then ask a technical question. This will just delay your response.
• Make sure you are signed in to the dashboard when you open the ticket. This will include information about your account in the contact details that speeds up responses.

Include As Much Information As Possible

This is the single most common reason your ticket will be delayed.  If you do not not include enough information then your ticket will fall to the bottom of the queue.

• We cannot see your screens or the content on them, we can only rely on what you tell us.
• We also cannot tell you what is wrong with an internal website that we cannot see or test.
• We cannot assist with your problem if you do not tell us enough information about what is not working.

Make Sure To Include

• The name of the app with the issue. Include the URL or ID so we can find it and test.
• The URL you are having issues with or if possible a similar test URL we can test with if it is private
• The rotation name if a rotation issue
• The machine name if having an issue with a machine
• A very detailed description of the issue.  One sentence is not enough.
• Screenshots or video recordings showing the issue if possible
• When did it break? When was it last working? What has changed since then?
• Any theories you may have as to why it may have broken that we can consider.
• Details about the machine or the environment that may be relevant
• Steps you have taken to try resolve the issue (restarted, re-installed, re-created app etc)

Please Don’t..

• Don’t simply say “my website is broken” or “app doesn’t work“. Tell us what website, what URL, what app, what you are seeing, what errors etc
• Don’t simply say “the screen is showing x”.  What screen? What device? What URL? How can we see what you are referring to?
• Don’t ask for support for desktop problems with your computer, TV screens, Windows, Mac etc. This is a question for your IT department
• Don’t ask for assistance installing software or configuring firewalls on your restricted work laptop. This is a question for your IT department
• Don’t ask for support for internal corporate websites or platforms that we cannot see externally.  This is a question for your IT department
• Don’t email the VuePilot support email address directly or a direct staff member. This will get lost as it will be not be categorised or go into any queues.

The Fastest Way To Solve Your Issue

Is to include as much information as possible and be as specific as possible. We will answer the tickets first that there is a known solution for and that we can resolve the fastest to shorten the queue.

A follow up email response from support can take up to 24 hours with each return message starting at the bottom of the queue again.
If we are required to go back and forwards 3 or 4 times to collect required information, that can easily take a week to get to a resolution.

Aim to include all the information we need to answer your question in the first contact.
Including information and details is the fastest way to get a response and a resolution to your problem.

We Do Not Offer Phone / Zoom / Teams Support

We deal with thousands of customers with only a very small team of engineers. We do not provide telephone support.
Please do not ask to jump on a call so you can tell us more about the problem. Put it all in the ticket please

In many cases, research will need to be completed and other cases referred to before a response is sent. Support tickets allow us to look into your account and triage other issues that might be related to your issue so we can provide the best possible support.