eWay support runs on one support desk at www.ewaycorpsupport.com. However you contact us, your request becomes a ticket with a unique number, a severity, and a response deadline, so nothing depends on someone remembering an email or a phone call.
Your three options
| Channel | How | Available | Best for |
|---|---|---|---|
| support@ewaycorp.com | 24x7 | Most requests. Quick to send, easy to copy your team. | |
| Support portal | www.ewaycorpsupport.com | 24x7 | Submitting with attachments, tracking status, and reviewing all your open and past tickets. |
| Phone | 877-487-3929 | 8am to 5pm ET, Monday to Friday | Critical (P1) issues, after you have submitted a ticket. |
Which one should I use?
- Something is broken, but the site is up: email or the portal.
- A question or a change request: email or the portal.
- The site is down, or a major function is unavailable: submit a ticket by email or the portal, then call 877-487-3929 so an engineer engages immediately.
- You want to check progress on an existing request: reply to the ticket email, or open it in the portal.
Tip: always submit a ticket first, even when you plan to call. The ticket records the details, starts the response clock, and gives everyone the same reference number.
What happens after you submit
- Acknowledgement, right away. You receive an email with your ticket number.
- Triage. An engineer reviews the ticket and confirms its severity with you where needed.
- First response within the initial response time for that severity. See severity levels and response times.
- Updates by email, which you can reply to directly. Anyone copied on the original request receives them too.
- Resolution, with a summary of the cause, what was done, and how to prevent it recurring.
The full lifecycle, including ticket statuses, is explained in what happens after you submit a ticket.
Before you contact us
A few details make a big difference to how quickly an issue is resolved:
- The site and the exact URL affected
- What happened, and what you expected to happen
- When it started, and how many people are affected
- Screenshots or error messages
- Any recent change, such as a publish, an update, or a new plugin
There is a full checklist and a copy-and-paste template in how to write a support request that gets resolved quickly.
In this section
- Requesting support by email
- Using the support portal
- Calling support for critical issues
- Severity levels and response times
- What happens after you submit a ticket
- Escalating a ticket
- How to write a support request that gets resolved quickly
- Resolution notes and root cause analysis
Not an eWay customer yet? Please use the contact page on ewaycorp.com.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article