This article covers the following topics:
- How to open a ticket with Support
- Checklist for a Support ticket
How to open a ticket with Support
Checklist for a Support ticket
When submitting a ticket, please include the following information. This will help Support to help you faster and in a more efficient way.
Please choose your appropriate role while submitting the request.
Please provide the URL of your platform which will help the support center to identify the problem.
The URL is the address of a website. You can find it in the address bar at the top of your web browser.
Please provide as much details as possible explaining the issue you are experiencing? Please include case IDs If a user is having an issue please include their system email address.
For example, tickets only stating that "It's not working" are time-consuming both for Support to troubleshoot and for you, as Support will have to reply back asking for further details which could entail delay in the resolution of the issue. If your ticket is for a question, please formulate what your intention is, what you are expecting and how it is currently. All of this will allow Support to help you navigate the platform.
Please mention the web browser are you using to access the platform ( i.e. Google Chrome, Microsoft Edge etc.) Have you tried different ones? Is the issue the same across browsers?
GAN advises all customers to use the latest versions of Microsoft Edge, Google Chrome, Apple Safari or Mozilla Firefox as these are actively maintained by developers and are patched for performance and security updates regularly.
Could you attach a screenshot to your request?
Are you the only one experiencing the issue? Do you know of other colleagues that are facing the same difficulties?
This is not necessary information and we do not expect you to know it, however if you happen to have this information it would be useful for Support to investigate further into the issue.
Once you submit the ticket you will receive a confirmation notification email provided while submitting the request and GAN Support center will be in touch with you as soon as possible.