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Most questions can be answered without contacting support. This page shows you where to look first, and how to open a ticket if self-service options do not resolve your issue.

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Try self-service first

Support response times are longer than finding the answer yourself, so start with these resources:

Economic ID guides

Account creation, sign-in, security, connected apps, and organizations.

Troubleshoot account access

Fix common sign-in, redirect, and account availability problems.

Azura guides

Getting started, the Omnibox, artifacts, uploads, limits, and personalization.

eChat guides

Messaging, media, calls, groups, channels, and settings.
Before opening a ticket, try these steps:
  1. Search this site for the error message or feature you need help with.
  2. Follow the relevant troubleshooting guide for your product.
  3. Check the status page to see whether there is an ongoing service issue.
  4. Sign out and sign back in, then try the action again.
  5. Try a different browser or device if the problem seems related to one of them.
If these steps resolve your issue, you are done. If not, open a ticket as described below.

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Open a support ticket

If self-service options do not work, submit a ticket through the built-in support system:

Open a support ticket

Go to the support ticket system.
You can also reach the support team by email at [email protected].

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What to include in your ticket

Include as much of the following as you can. It helps the support team resolve your issue faster:
  • The product you were using, such as Economic ID, Azura, or eChat
  • What you were trying to do and what happened instead
  • The exact error message or error code, if any
  • The approximate date and time the problem occurred
  • Your device, operating system, and browser or app version
  • Steps to reproduce the problem, if you can repeat it
If an error page offers Copy URL, you may share the copied URL through the ticket system, because it can contain details that help with diagnosis.

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What not to share

Never include any of the following in a ticket or email:
  • Your password
  • Authenticator or verification codes
  • Backup codes
  • Passkeys
  • Session tokens
Support staff will never ask for these. If someone asks for them, do not respond and report the request through the ticket system.

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What happens next

After you submit a ticket, the support team reviews it and responds through the ticket system. Some issues, such as account recovery or reactivation, may not be resolvable. Support will explain what is possible for your situation.