If you’re still experiencing technical issues after using the troubleshooting steps provided in our Help Center, our support team is here to assist you directly. When reaching out, sharing detailed information about your device, setup, and error messages helps us diagnose the problem more quickly and provide an accurate solution. To ensure that our team can assist you, please include as much of the following information as applies when you contact us, whether through our request form or via live chat.
When contacting Support please provide as much of the following information as applicable as it helps expedite the support process.
- Device or Devices (e.g. iPad, Samsung Galaxy S7)
- Operating System (e.g. Windows Vista, Mac OSX)
- Web browser - if necessary (e.g. Google Chrome, IE11)
- Physical location (City / State / Country)
- Internet connection
- Network type (e.g. home, office, campus)
- Service provider (e.g. Comcast, Time Warner)
- Type of service (e.g. Cable modem, DSL/ADSL, mobile air card)
- Wired or wireless
- Bandwidth download speed, which you can find here. Change location to New York as a baseline
- Any error messages you are receiving
- Any videos or screenshots of the issue