Logging a Support Case

Sometimes you can't find the answer you need on your own. We're happy to lend a helping hand.

To Log a Support Case

1. Go to the Help desk page on our website:
   • Press the Help button and choose Log Support Call.

     -or-

   • In your Internet browser, go to the My Author-it Client Portal

     You'll need to type in your email address, and password. If you haven't registered on the Author-it website, you'll need to do this first. Select the Register link and follow the wizard. Make sure to enter a valid email address as an email is sent to that address to activate your account.

     When logging a case, you are prompted to enter details including the build of Author-it you are using. Find out which Build of the Author-it program you are using.

2. Write a brief Subject which says what the case is about, in as few words as possible.
3. Tell us your problem, question or suggestion. Please log only one issue in each case, so we can pass them easily between the appropriate people on our team.

   If you're logging a problem, please write exactly what you were doing and where, so we can quickly find an answer for you - without a flurry of emails seeking and supplying more details. Paste the text of any error messages that appear. To solve a problem we often need to reproduce it - so if you can describe exactly what steps we have to take, that helps too. Think of it as a procedure that you're writing (Step 1 - open Author-it, then open the Library called XYZ, Step 2 ...). The more you tell us, the easier it is for us to help you swiftly.

4. Click on the Save button. You'll get a confirmation that the case has been successfully logged (and an email will also follow). Note the case number.