We're Here To Help
From here, you can submit a help ticket to our support team, and can review our answers. You will be able to access open, pending and solved tickets.
Essential Information for your Support Ticket
When sending in a support ticket there are some basic things you can do to ensure that your query is resolved with as quickly and efficiently as possible.
Here are some things we will ALWAYS need to know as it helps us to put things right as quickly as possible:
* Your username for the site where you have the problem. Please take some time to ensure that you provide the correct user name as if you don’t do so then it may take us longer to find your account.
* The email address you provided for the site where you have the problem. This may not be the same as the email address you are using to send the support ticket but if you can provide this then we can find your account quicker.
Reporting the problem:
Please try and give as much relevant information as possible about the problem you are having. If you can take a screenshot to show what your problem is then that may be helpful but don’t worry if you cannot do this.
Remember that some problems are easier to solve than others and some can be a bit tricky. If yours is a tricky problem then we will need a little longer to put things right but we will keep you informed on how things are progressing.
Hours of Operation: Our support hours are 9 am to 5 pm eastern time, Monday to Friday. Closed weekends and statutory holidays. Please allow 24 - 48 hours response time during business hours.
Step 1: Set up a Support Account
Having problems? In order to submit a support ticket and receive a reply, you'll first need to create an account with our Support Desk. This will differ from your MLSP membership (though you may use the same password for both, if you wish).
To create a Support Desk account, just CLICK HERE. You will be asked to provide your full name (make sure this is the name that appears on your membership), your contact email address, (preferably the same email you have listed on your MLSP account so we can more efficiently assist) and will ask you to enter a special code to verify your account.
Once you have done this, a welcome email will be sent to the address you provide, which will contain a link and instructions on creating your Support Desk password. Please be sure to keep track of your password and the email address you provide, as these will be necessary in order to send/receive tickets.
Note: If you do not receive that email within a few minutes of setting up your account, please check your mail program's spam and junk folders. You may also have to check directly with your ISP/mail host to make sure that they are not screening messages before they hit your inbox.
Step 2: Login to your Support Account
Once you have finished Step 1 (or, if you already have an account with our Support Desk, please login by CLICKING HERE. Provide your Support Desk email address and password, then click the "Log in" button.
Step 3: Submit a Support Ticket
When logged in, CLICK HERE to submit a ticket to our support desk. Be sure to include your account username and full name, as well as be very detailed in your help request. The more detailed information you can provide, the better we will be able to assist you. Don't forget to include a Subject to your ticket, and to use the pulldown to Request Topic.
Once completed, click the "Submit" button. Support tickets can take up to 12-24 hours for a response during business days, although the turnaround time may be a bit longer over weekends/holidays. Be sure to allow time for our agents to reply, and refrain from submitting multiple support tickets on the same topic. Ensure that your tickets are well thought out and provide all necessary information. The more information you provide the better we can assist you
Step 4: Review or Edit Open, Pending or Solved Tickets
If you would like to check the status on tickets you recently submitted, log in to your Support Desk account and CLICK HERE. Ticket marked as OPEN have not yet been viewed by our Support Team or are being researched. Tickets marked as PENDING are awaiting further information from whom submitted the ticket. Tickets marked as SOLVED have been answered by our Team.
Once a ticket has been answered by our support staff, they appear as Solved Tickets, but can be viewed under the same area.
You can reply to any of the tickets here as well.
Disclaimer:
"Please understand that MLSP is a friendly community, and be sure to treat our support team as such, as they are here to help. Use of profanity, rude or abusive behaviour will not be tolerated".