What to include when you open a support ticket

The details that help us fix your issue faster, and what never to send.

A clear ticket gets you a faster fix. Here is what helps.

Please include

• What is happening in your own words, and what you expected to happen
• When it started, and whether anything changed around that time (an update, new device, new software)
• Who and what is affected: one person or everyone, one device or several
• Exact error messages. Copy the text, or attach a screenshot if you are emailing us
• What you already tried
• Device details: Windows or Mac, laptop or desktop, and the make and model if you know it
• How urgent it is: for example, "nobody can send email" is more urgent than "one printer is slow"
• Best way and time to reach you

Please never send

• Passwords, PINs, or MFA codes
• Full credit card or bank account numbers
• Social Security numbers or other sensitive personal data

If we need access to an account, we will arrange it securely with you.

Urgent issues

For suspected hacking, ransomware or anything stopping your business, open a ticket marked urgent and also call or text (407) 288-3972.

Last updated Oct 31, 2026, 2:49 PM ET