Managing your Support Tickets

What are Support Tickets?

Support Tickets are a paid for option for further support of your Genius Hub system. For an optional one-off fee, you can get text support from Genius Hub technical staff. This does not affect the free 3-months phone assistance you receive when you purchase a Genius Hub. For more information or to purchase a Support Ticket, see here.

How to access your Support Ticket

Login to your order account at: https://www.geniushub.co.uk/my-account/
- If you do not know your login details:
  - The email address is the one where the Support Ticker notification was received.
  - The password can be reset by clicking the Lost your password? link underneath the password field.
Select 'My Tickets' on the left hand side.
On the new page, all tickets will be shown.
Each Support Ticket can have a single status at any point. The possible statuses are:
- New: Ticket has been created, but no information has been provided. Customer to action.
- Awaiting Customer Reply: Information has been added by an agent. Customer to action.
- Awaiting Agent Reply: A response has been made by the customer. Agent to action.
- Under Investigation: This ticket has been escalated and a deeper investigation is taking place. Agent to action.
- Closed: No further action possible for this ticket.

How to provide information or reply to a Support Ticket

Access the button, using the above.
Click on the relevant ticket.
Type in the text box underneath the 'Ticket Details' section. Files can be attached, such as screenshots or photos of devices.