Email is the quickest way to reach eWay support, and it is monitored 24x7. Every message sent to support@ewaycorp.com automatically creates a ticket in the support desk. You do not need a portal login to use it.
Step by step
- Write to support@ewaycorp.com from your work email address.
- Use a clear subject line that names the site and the problem, for example: www.example.edu: admissions pages not updating after publish.
- Describe the issue in the body: what happened, where, when, and who is affected. The template in how to write a support request covers everything an engineer needs.
- Attach screenshots, error messages, or files that show the problem.
- Copy (CC) anyone who should follow the ticket: a colleague, your manager, or a shared team mailbox.
- Send. You will receive an acknowledgement right away.
The acknowledgement
Within moments of sending, you receive an automatic reply confirming that a ticket has been created. It includes your unique ticket number. Keep it: it is the reference for every update, phone call, and escalation about this issue.
No acknowledgement? Check your junk or spam folder first. If it is not there, the message may not have arrived. Resend it, or submit through the support portal instead.
Keeping everything on one ticket
| Do | Avoid |
|---|---|
| Reply to the ticket emails to add information. Your reply is added to the same ticket. | Starting a new email about the same issue, which creates a second ticket. |
| Keep the ticket number in the subject line when you reply. | Editing the subject so heavily that the ticket reference is lost. |
| Send one email per issue. | Combining several unrelated problems in one message, which makes each harder to track and prioritize. |
| CC people on the original email so they receive every update. | Forwarding updates around internally, which leaves some people out of the loop. |
How updates reach you
All updates are sent by email from the ticket, to the person who submitted it and to everyone copied on the original request. Reply directly to any update to answer a question, add details, or confirm that a fix works.
If an engineer asks you for information, the ticket is set to Pending and the response clock pauses until you reply. See what happens after you submit a ticket for how statuses work.
Critical issues
If your site is down or a major function is unavailable, email is still the right first step, because it creates the ticket and records the details. Then call 877-487-3929 (8am to 5pm ET, Monday to Friday) and give the ticket number, so an engineer engages immediately. See calling support for critical issues.
Security and privacy
- Never email passwords, API keys, or other credentials. If an engineer needs access, they will arrange it securely.
- Avoid sending personal data, such as student or patient records, unless the engineer has asked for it and agreed how to handle it.
Related: how to request support: your options at a glance and severity levels and response times.
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