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Get Support

availability
Platform:WebMobile
Plan Type:BasicEssentialPremiumEnterprise
User Type:RequesterFull UserAdministrator

Get the help you need by reaching out to the MaintainX Support team. Here are the different ways you can get support for MaintainX:

Contact Support Through Chat​

Use the Contact Support link in the MaintainX application to start a live chat with the Support team. The team is available 24/7 to provide immediate assistance, help troubleshoot problems, and answer questions about MaintainX. For more information about support services, see the MaintainX Support Policy.

To contact support:

  1. From the sidebar, select Support.

  2. Select Contact Support.

  3. A window opens. Do one of the following:

    • Select Messages to view your past conversations with our support team. You can continue an existing conversation or select to start a new conversation.
    • Select Send us a message to interact with a member of our support team for immediate help.

If you don't see the chat window when you select the Contact Support link, your team might have IT restrictions that prevent the window from opening. Try the following to fix the situation:

  1. Clear your browser’s cache and cookies.

  2. Check with your IT team for to see whether:

    1. MaintainX support domains are whitelisted. If some domains are not whitelisted, some MaintainX features might not function properly.
    2. Pop-up blockers are set up for your organization. A pop-up blocker can prevent the chat window from opening.

If these steps don’t work, contact Support by creating a support ticket.

Contact Support by Email​

You can email our support team directly at support@getmaintainx.com. Include as much relevant information as possible, such as your organization's name and details about your situation, so we can assist you efficiently. One of our team members will get back to you.

Create a Support Ticket​

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The Ticket Portal is only available in the MaintainX web application.

For issues that require more investigation, use the Ticket Portal to create support tickets for the MaintainX Support team. The Ticket Portal is available on all MaintainX plans. To access it and create a support ticket, you must be a member of a MaintainX organization.

To create a ticket for the MaintainX Support team:

  1. From the sidebar, select Support, then select Ticket Portal.
  2. On the My activities page, select +New Request.
  3. Fill in the relevant fields with information to create your ticket.
FieldDescriptionRequired
CCAdd email addresses of team members to notify them when MaintainX Support responds.Optional
OrganizationSelect the organization you need help for.

If you are part of multiple organizations, you can only select one organization per request.		Mandatory (Administrators only)
PriorityAdd a priority level to your request.Optional
Request TypeSelect a request type from the list.Mandatory
FeaturesSelect the area of the product your request refers to. If unsure, select Other.Mandatory
SubjectAdd the subject of your request.Mandatory
DescriptionAdd a detailed description of your request.Mandatory
AttachmentsAdd any files or photos relevant to your request.Optional

Once completed, select Submit.

note

If an Administrator is assigned a different role in another organization they’re part of, they will lose the ability to select any organization and will no longer see the Organization field in the request form.

Once submitted, a member of our team will reach out to you with more information on your request.