Foto Master

How to Submit a Support Ticket

Updated Yesterday · 1 min read

When to Submit a Ticket

Submit a support ticket when you need help with a software question, configuration issue, logistics question, billing question, license question, hardware repair, or replacement request.

For live event emergencies, contact our support team by phone or live chat for the fastest assistance.

How to Submit a Ticket

The simplest way to open a ticket is to email:

support@fotomaster.com

Once your email is received, our system will automatically create a support ticket and send you a ticket number for reference.

Expected Response Time

Customers with active software upgrades and 24/7 support enabled on their license usually receive a very fast response, with an average response time of around 4 hours.

Customers without active upgrades and support will still receive assistance, with a standard response time of up to 72 hours.

What to Include

To help our support team resolve your issue faster, please include:

  • Your account email and affected device
  • Software name and version number, usually found under the About tab
  • Exact error message or screenshot
  • When the issue started and what changed before it began
  • Steps to reproduce the issue
  • Software logs, when available
  • A phone video if the issue is visual, mechanical, or display-related


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