Contacting Support
Open a support ticket, follow replies, attach files and know what to include for a fast answer.
If the Help Center doesn’t answer your question, open a support ticket. Our team replies in the ticket, and you can follow along from the Support page.
Where to find it: Support in the sidebar (a badge shows how many tickets are open), or the round ? button, then Support. You need support:read to see tickets and support:write to open and reply to them.
The page has three tabs: My Tickets, Help Center and Report a Bug.
Open a ticket
Section titled “Open a ticket”- Click New Ticket.
- Choose a Category: Technical, Account, Billing, Feature Request or Other.
- Enter a short Subject, such as Drive-thru screen shows a blank display after reboot.
- Choose a Priority (see below).
- In the Description, give as much detail as you can: what you were doing, what you expected and what actually happened. Steps to reproduce help most.
- Submit. A confirmation says Ticket created.
Choosing a priority
Section titled “Choosing a priority”| Priority | Use for |
|---|---|
| Low: Minor issue | Small things and questions with no deadline. |
| Normal: Annoying | Something is wrong but you can work around it. |
| High: Affecting work | A significant problem affecting your operation. |
| Urgent: Blocker | A complete blocker, for example all screens down. |
Please save Urgent for genuine emergencies so staff can triage well.
Follow a ticket
Section titled “Follow a ticket”My Tickets lists your tickets with their subject, status and last activity. Filter by status:
| Status | Meaning |
|---|---|
| Active | We’re working on it. |
| Pending | We’re waiting for something. |
| Closed | Resolved. |
Click a ticket to read the conversation.
- Reply in the box (Type your reply…). Use Attach File to add screenshots, logs or documents. Attachments appear under each message.
- Close Ticket when it’s resolved. You can reopen it later if needed. A closed ticket says This ticket is closed.
- Reopen Ticket if the problem comes back.
What to include
Section titled “What to include”The more we know up front, the faster we can help.
- What happened, and what you expected.
- Where: the page, or the screen name and ID (More actions → Copy screen ID).
- When it started, and whether it’s always or sometimes.
- A screenshot, and for a screen problem the latest Device logs. See Player Troubleshooting.
- What you’ve already tried.
Other ways to get help
Section titled “Other ways to get help”- Help Center: search every article from the Help Center tab, or the ? button.
- Report a bug if something in Stratos itself seems broken. See Reporting a Bug.
- In an emergency with screens down, choose Urgent and describe the impact.