When looking for assistance with using Socialive, refer to the following methods to contact the Socialive Support Team. 

• In-App Support

• Emailing Support
  

• New Support Ticket

Process

In-App Support

When experiencing issues or needing assistance while using Socialive, please refer to the following method to get in touch with the Socialive Support team In-App.

Within the Socialive Platform, Portal, and Mobile App,  the in-app help button can be used to get real-time assistance from Socialive Support. When reaching out to Support, please ensure all necessary details of your issue or question are included in the message including:

• Studio/Recording Name:
•  Producer Email:
•  Guest Email(s) if applicable:
•  Date and Time of Issue:
•  Summary of Issue:

The following displays how to open up a chat with the Socialive Support team.

Portal

Click the information icon in the upper right corner to open chat with the Support team. 

Socialive Studio

Green Room

Mobile

Recording Booth

Emailing Support

Emailing the Socialive Support team will open up a ticket. When emailing Support at [email protected], please ensure all necessary details of your issue or question are included in the message including:

•  Studio/Recording Name:
•  Producer Email:
•  Guest Email(s) if applicable:
•  Date and Time of Issue:
•  Summary of Issue:

New Support Ticket

1. From the Support Center's home page click New Support ticket.
2. The form to submit a ticket will appear. Enter the following details to help the Support team find a solution to your issue.
   • Date of Issue*: Select the date when the issue first occurred.
   • Time of Issue*: Enter the time when the issue first occurred.
   • Issue Title*: Enter the title of the issue you're experiencing (e.g., the Green Room does not load).
   • Company*: Enter the name of your organization or company.
   • Host Email*: Enter the email address of the producer of the session where the issue occurred.
   • Guests Impacted Emails: This field is optional. If there were guests affected during the session, enter their email addresses.
   • Product Impacted*: From the drop-down, select where the issue occurred.
   • Detailed Description of Issue - What Happened? What was the expected behavior?*: This field is required. Enter all the details of the issue you're experiencing.
   • Links to Recordings (if applicable): This field is optional. Provide the links to recordings of the issue you're experiencing. 
   • Reported By*: This field is auto-populated with your Support Center's account email address.
   • Priority*: From the drop-down, select the urgency of your request.
3. Review the details of your ticket and make sure they are accurate.
4. Click Submit.
5. Check the status of your ticket(s) here.

This video provides the steps to submit a support ticket to Socialive.

Still, looking for an answer?

Contact Socialive Support via live chat, email at [email protected], or submit a support ticket.