You can call our Customer Support Team who will be able to help you complete the steps required to populate and design your EKM online shop. They’re available from 8am-6pm on weekdays and you can contact them by calling 0333 004 0333. Telephone calls to 0333 are included in landline and mobile inclusive minutes packages so should be free if you have remaining minutes.
On the weekends, the Customer Support Team are available from 9am-5.30pm for live chats and emails - you can email them at firstname.lastname@example.org. Don't forget to quote your Username/Account ID on any emails so they can quickly locate your EKM online shop. [/intro]
Advanced & Pro Tier EKM Online Shops
If it’s not convenient for you to make a phone call to the Customer Support Team, you can also use Live Chat to contact them. Simply click the blue icon on the bottom right-hand corner of your Dashboard:
This will open the Chat window for you. You need to click the Support Button relevant to your EKM online shop tier, or if you want to view a Support Guide, click Show More Categories to access Support Guides to help you set up your EKM online shop:
Your EKM Online Shop Tier
1. If you’re not sure what tier your EKM online shop is currently on, click the circle in the top right-hand corner of the Dashboard:
2. This will open a popup window that will reveal your tier and details of your Sales Goal:
Advanced & Pro Tier EKM Online Shops
If your EKM online shop is on the Advanced or Pro tier, in the unlikely event of it being unable to process orders and you realise this outside of business hours, please call the number you would usually use to contact your Ecommerce Expert. Don't use the standard Customer Support Team number! You can find your Ecommerce Expert's phone number in the footer of any emails they have sent to you previously.
If you call this number and follow the instructions, a member of the Out Of Hours Team will be in contact with you to resolve your issue. [/remember]
Your EKM Online Shop PIN and Username
Your Account ID - also known as your Username - is used to identify your EKM online shop. Your PIN is unique to your EKM online shop and regenerates every 24 hours. You will need your both to pass security with our Customer Support Team. These details are listed in an element on the left-hand side of the Dashboard. You can also click Support Centre on the left-hand side menu and search for a Support Guide to help you:
[caution]The PIN automatically regenerates every 24 hours, so you will need to check what the PIN for your EKM online shop is before you call. [/caution]
Emailing the Customer Support Team
If you encounter an issue or have a question out of hours, you can always send a ticket to the Customer Support Team.
1. To do this, visit our Support Centre and click the blue Submit A Request button on the right-hand side:
2. Complete the fields required and click submit to send in your question or issue. To help us resolve your issue quickly, please attach screenshots to your ticket by clicking Attach A File and selecting your screenshots:
[tips] If you're unsure how to take a shot of your screen, click here for the Guide that will take you through the required steps. [/tips]
[caution] Please do not paste screenshots into Word documents for the Customer Support Team. Although the Word documents can be opened, it is not possible to zoom in on the image to see small details such as Product Codes and Order Numbers, which is sometimes necessary to investigate the problem. This is why we recommend attaching screenshots to tickets which allow us to quickly resolve the issue. [/caution]
[tips]It’s also possible to record your screen and make a video. This is ideal for questions or issues that involve different steps. You can record your entire screen or just a selected portion of it by clicking here, and then clicking the green Launch Recorder button. Screen Cast-o-Matic is a free platform and excellent for making videos to demonstrate your issue.[/tips]
5. When you have submitted your ticket, you will receive an email notification and see the ticket on your Support Centre Dashboard. The status is open as the ticket has been received by the Customer Support Team, but has not yet been updated:
6. When your ticket has been answered, it will no longer have an Open status. Click Open Or Pending and select All Tickets from the drop-down menu:
7. You then need to click the ticket to read the response:
When the Customer Support Team responds to you within the Support Centre, you will also receive an email notifying you of this to the email address listed on your account.
What if I can’t log into my shop?
If you cannot log into your EKM online shop, like if you are away from your computer for example, you will need to return to your computer so that you can confirm your PIN for the day. If you cannot log into your EKM online shop, you will need to reset your password using the usual method to log in and confirm your PIN.
What if my issue is not account-specific?
If the issue you’re having is not account-specific - so we do not need to log into your account to confirm the problem - then our Customer Service Team will be able to advise you accordingly. However, for account-specific issues, we will always need you to confirm your PIN at the beginning of the call.
[contact] If you need our help with your EKM online shop, contact your Account Manager or Customer Support, who can point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm on the weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions board. If you have a non-account specific question ask the EKM Team, join us in EKM Community. [/contact]