Contacting EcoKeys Support – What We Need From You

To help our Support Team resolve your issue as quickly as possible, please include all the details below when you email us.

Remember — we cannot see your screen, so the more information you provide, the faster we can help.

Step 1 – Email Support

📩 Email: [email protected]

Copy/paste this template into your email and fill in each line:

Order number:
Product purchased (e.g., Windows 11 Pro / Office 2024 Pro Plus):
Full description of the issue:
Operating system (Windows 10, Windows 11, macOS):
Screenshot(s) of any error message (attach to email):
When did the issue start:
Is this within the 1-year support warranty supplied with your product? Yes/No:

Optional but helpful if known:

• Installed Windows Edition (Home / Pro / N / Education)

• Any previous Microsoft Office or Windows version on the device

Windows Customers – Additional Requirements

For Windows 10 or Windows 11 activation or installation issues, please attach:

1️⃣ A screenshot of the error message
2️⃣ A screenshot of your Windows activation screen showing your installed edition
(Settings → System → Activation)

📸 Need help taking screenshots?
Windows 10: https://ecokeys.co.uk/blog?p=how-to-take-a-screenshot-with-windows-10
Windows 11: https://ecokeys.co.uk/blog?p=how-to-take-screenshots-on-windows-11

Step 2 – What Happens Next

Our Support Team is available:

🕗 Monday–Friday: 8am – 7pm
🕘 Saturday–Sunday: 9am – 5pm

We aim to respond within 30 minutes during operating hours.

⏱ If you email outside these hours, we’ll reply when we’re back online.
⚠️ If your issue is critical, please write CRITICAL in the subject so we can prioritise it.

For complex issues requiring investigation, response times may be longer — but we will keep you updated.
Most problems are resolved within minutes once the required information is supplied.

Thank You

Providing the full details above helps us diagnose your issue quickly, reduces back-and-forth emails, and speeds up your resolution.
We appreciate your cooperation and look forward to helping you.