To help us resolve your support query as quickly as possible, please provide as much detail as you can about the issue you’re experiencing.

Remember, our Support Team cannot see the steps you’ve taken or what is currently on your screen. The more information you include, the faster we can identify the problem and provide a solution.

When contacting Support, please follow the guidance below:

 Logging an Incident with our Support Team

Please email [email protected] with the details below.
(Copy/paste this template into your email and fill it in.)

Order number:
Description of the issue:
Operating system you’re installing on or trying to install:
Screenshot of any error message: (attach to your email)
Is this within the 1-year Support warranty supplied with your product?

IMPORTANT - FOR ALL WINDOWS 11/10 ISSUES - Please include a screenshot of any error message and the Windows edition installed. (Your Windows edition is on the activation screen)

If you’re not sure how to take a screenshot, see these guides:
https://ecokeys.co.uk/blog?p=how-to-take-a-screenshot-with-windows-10
https://ecokeys.co.uk/blog?p=how-to-take-screenshots-on-windows-11

What happens once your email has been sent

Our dedicated Support Team monitors the Support inbox from 8am to 7pm, Monday to Friday, and 9am to 5pm on weekends. We aim to respond to all support emails within 30 minutes of receipt.

If you contact us outside of these hours, your email will be answered as soon as possible once our team is back online.

For critical issues, we do offer out-of-hours support. If you believe your incident is critical, please clearly state this in your email so it can be prioritised.

Please note that if your issue requires a detailed investigation, the response time may be longer than the advertised target. However, we will keep you updated throughout. In most cases, issues are resolved within minutes once the required information mentioned above has been provided.