Getting help from support
If something isn't working, or you have a question or an idea, we're happy to help. First, have a look at Troubleshooting; many problems have a quick fix.
Chat with support
The quickest way to reach us is the live chat. Your account details come with it, so you don't have to explain your setup.
- Sign in at remotemyshack.com and open your Account page.
- Click Support at the top right. Chat with support is at the top of the page. It says Support is here now when someone is available.
- Type your message and press Enter (or click Send). Shift+Enter starts a new line.
Replies appear as soon as support answers. If you leave the page before then, we email you the reply instead, with a link back to the chat. If nobody is available, your message waits and we answer as soon as we can.
Live support hours. When live support is closed, the chat says Live support is closed, with our hours and when we're next back, in your own time zone. You can still write: your message waits for us, and the answer comes in the chat or by email.
Voice calls (Super Station subscribers; not during the beta or a free trial). If talking it through is easier, support can call you from the chat. You'll see who is calling, with Answer and Decline. Your browser asks for your microphone the first time. During a call you can Mute and Hang up. Support can only call while you have the chat page open, and only support starts calls. Calls go straight between the two browsers and aren't recorded.
Click End chat when you're done. Your next message starts a new chat.
Open a support ticket
For something that isn't urgent, or that you'd like to keep as a separate thread, open a ticket.
From the console, click the red SOS button in the top bar: the new-ticket form opens in a new tab, and the console carries on. Otherwise:
- Sign in at remotemyshack.com and open your Account page.
- Click Support at the top right.
- Click New ticket.
- Give it a short Subject, and under What's happening? describe what you did, what you expected and what happened instead. Your radio model, how it's connected (network or USB), the device and browser you're using, and any error message all help.
- Click Open ticket.
We email you when support replies. The email includes the reply and a link back to the ticket. You can answer by replying to that email from the address on your account; your reply is added to the ticket.
Following a ticket
The Support page lists your tickets with their status:
- Waiting on support: we haven't answered yet.
- Answered: we've replied. It's your turn.
- Closed: the ticket is finished.
Open a ticket to read the conversation. Type in the box and click Send to reply. When your problem is solved, click Close ticket. To pick up a closed ticket again, just reply to it and it reopens.
You can have up to 10 open tickets at a time. If you hit the limit, reply on one of your open tickets instead.
Super Station subscribers get priority support: their chats and tickets come first.
Send diagnostics from your station
When a radio or other gear isn't behaving, a diagnostics report helps us see why. It holds your station's radios and gear as the setup page shows them, each radio's state, what was recently asked of each radio and whether it accepted, and the agent's recent log. Passwords and link codes aren't included.
- From anywhere: in your account, open Radios and the Diagnostics tab. Say what's going wrong and click Send diagnostics to support. It arrives as a support ticket, which you follow like any other.
- On the shack computer: the setup page's Diagnostics tab has Save diagnostics report, which saves the same report to a file. Attach its text to a ticket or email it to us. Use this when the station isn't linked to an account.
The report covers what happened since the agent last started, so send it soon after the problem, without restarting the agent first.
Suggest a feature
To tell us what you'd like in a future release, click the 💡 in your console's top bar (next to SOS), write your suggestion and click Send suggestion. A radio, a feature, or anything that would make operating easier: we read every one. Send as many as you like, up to ten a day. For a problem that needs fixing, open a ticket instead.
You can also email support@remotemyshack.com. Use email if you can't sign in, or if your account is suspended.
If you've lost your passkeys, you don't need support to get back in: see Passkeys and signing in.