Getting Support

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Opening Hours

The EasyWebstore support office has the following opening hours.

  • Monday to Friday - 9am to 5pm **Except bank holidays
  • Saturday & Sunday - Closed
  • Bank Holidays - Closed

Contacting Support

During office opening hours

  • Phone (if your package has phone support) on 08456 171265, choose option 2 at the menu for Support.
  • Live Chat (See the green tab on the edge of the screen in your admin area)
  • Ticket - See the "Contact Support" section of your admin area
  • Email: support@easywebstore.net

Outside of office hours

  • Ticket - See the "Contact Support" section of your admin area
  • Email: support@easywebstore.net
  • Emergency SMS / Text Message (see emergency contact below)

Emergency Contact

There is an out of hours emergency contact via SMS Text Message only. You cannot telephone this number!

Text EWSSUPPORT followed by your message to 07786200690.

For examples...

EWSSUPPORT My website is down. Username: MyStore

EWSSUPPORT My customers can't make payments. Store: www.mystore.com

Note that this is for out of hours emergencies only. i.e. Store down, checkout not working, unable to take payments, etc.

Any non-critical messages to this number will be ignored.

Response Times

Phone

On the phone most simple queries can be handled pretty quickly. For more complicated or complex queries or issues our staff will raise a ticket on your behalf and it will be replied to as such.

Live Chat

The live chat system is close to instant communication suited to simple queries and questions. For more complicated or complex queries or issues our staff will raise a ticket on your behalf and it will be replied to as such.

Ticket & Email

Emails are converted to tickets upon receipt.

Tickets will generally receive a reply within 1 business day of being received by the correct department to deal with the issue. Tickets sent to the wrong department may take longer.

SMS / Emergency Text

These messages go to our out of hours team who will generally reply within 2 hours. Any non-critical messages will be ignored.