Requesting Support

There are three ways to request support: send an email, submit a support ticket, or - for members - create a topic in the community forum.

If you're a guest or just not logged in, the Support link in the upper right takes you to a generic contact form. Fill it out and submit it, and it creates a support ticket in our system and also creates a user account for you, so you can log in and manage your tickets there. You can reply by email too, but if it's a private matter, people often prefer to keep it in the support system, which is secure. Emailing our support email address does the same thing - it creates a ticket and a user account so you can log in and manage it.

If you're logged in, the Support link takes you to your support tickets in your account area. To create a new one, use the button there - it loads the same contact form, so you can fill in your details, add attachments, and submit. Everyone who submits a request gets an account and can come to this page to manage their tickets. It's not required for most support, which we can handle entirely over email, but it's there for private things people don't want emailed. To manage a ticket, click it, read the correspondence, reply and submit, and you can close it yourself if you're logged in. If you don't close it, it closes automatically after about two weeks with no response. The support center on our end helps make sure nothing falls through the cracks.

For members, we'd prefer support requests go through the community forum unless they're private or you just don't want to share them. It's better for the community because it grows our knowledge base - a lot of people have the same questions. To ask, use the button to create a topic; the best categories are usually Site Feedback or General Member Discussion. Tag @moderators, or tag @Robert_Michael if you need him specifically, so we get notified. If your membership type can't create topics in those categories, come to the open member discussion chat channel and ask there - again, tag @moderators so we're notified.