To get your support query fixed as quickly as possible it is important to provide Ecokeys Support as much information on the issue you have as possible. Please remember our Support Team cannot see the steps you have taken or what is on screen. The more information provided the quicker our support team can sort the problem. Please follow the below when contacting Support

Please send an email to [email protected] with the following information included in your email –

(copy/paste the below into a new email and fill in the required information)

Order number -

Description of the issue –

Operating system installing on – 

Screenshot of any error message (attach to email)

(If you’re not sure how to do a screenshot see blog post –

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 )

Is this within the 1 year Support warranty supplied on your product - 

For Windows 10/11 issues have you followed the attached install/help guides? There are common fixes in your order email to follow.

FOR ALL WINDOWS ISSUES - Please include a screenshot of any error message and your Windows edition installed.

For Project and Visio issues please advise at what step of the instructions you are having an issue with and include a screenshot of the issue.

 example

Once we receive your Support email it will be allocated to a Support Technician. You will then receive a reply/response within 30 minutes during business hours. If you email out of business hours our Out of Hours administrators will try to respond as soon as possible.

Our business hours are 9am – 7pm Weekdays 9am – 4pm Weekends. We do have out of hours support but a reply within 30 minutes is not guaranteed.