Should you need to raise a tech ticket for our technical team to assist you please follow the guidelines below to speed up our ability to get your issue fixed in a timely manor.
There are a number of way to get to the technical ticketing system to discuss any issue you may have with our tech team.
- You can raise a ticket by typing ticket.wexer.com to your browser or simply clicking this link
- MyWexer portal you can click into the Help Centre from your navigation panel
- Success Hub (Help Centre) online you can submit a request top right of the screen
- Website just click contact then support
Please see the image below
Once you have raised your tech ticket you will be asked a number of questions, the more information you can give us at this pint the faster we will be able to diagnose your issue and offer a full and fast response
Virtual - physical virtual player on site.
You'll be asked your email, name, organisation and digital solution, chose Virtual on the dropdown
Player ID (PID) if you have this available it will make our response faster as we can remote into the player immediately. There are 2 ways of finding your OnDemand Player ID, see images below from your MyWexer portal and the actual player touch screen, image below.
Should you have a 'basic' Virtual Player, so no touch screen for OnDemand class choice. The easiest way is to re-boot the player, look at the in studio screen as the player is restarting and the Player ID (PID) will be shown during that re-boot process.
When asked to to describe the issue please be as specific as possible, not just the player doesn't work. The more details you can pass on, the faster we can get to the route course of the issue. There is also a a place to upload images/videos. Something visual is always very helpful, please do use this function if appropriate.
Then press Submit and our tech team will be back to you soon.
Mobile - web based platform, web player, Apps
You'll be asked your email, name, organisation and digital solution, chose Mobile on the dropdown
You won't have a Player ID to enter but do take advantage of the free type description box to give as much detail as you can regarding the issue you are facing. As examples if could be something as important as an encoding failure, to one of your clients not being able to access your platform with a coupon code offered, just as much detail as possible to enable us to help you.
Then press Submit and our tech team will be back to you soon.