[intro] Our Customer Support Team can help you complete the steps to populate and design your EKM online shop. They’re available from 9 am - 5.30 pm 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 they should be free if you have remaining minutes. 

On the weekends, the Customer Support Team are available from 9 am - 5.30 pm for live chats and emails - you can email them at [email protected]. Don't forget to quote your Username/Account ID on any emails so they can quickly locate your EKM online shop.[/intro]

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Different Levels of Support

On the EKM online shop platform, we offer a tiered service which includes different levels of support: 


Email
Live Chat
Telephone

Ecommerce Manager



Ecommerce Experts



Out of Hours Support





[remember]Advanced & Pro Tier EKM Online Shops

If your EKM online shop is on the Evolve, 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 and on the Dashboard of your EKM online shop. If you call this number and follow the instructions, a member will contact you to resolve your issue. [/remember]

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:

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]

Live Chat

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:

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 problem 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 to allow us to resolve the issue quickly.[/caution]

[tips]Recording your screen and making a video is also possible. This is ideal for questions or issues that involve different steps. Screen Cast-o-Matic is an excellent free platform 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 Customer Support Team has received the ticket 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.

Out Of Hours Support

If your EKM online shop is on the Evolve, 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 and on the Dashboard of your EKM online shop. If you call this number and follow the instructions, a member will contact you to resolve your issue. 

Our Complaints Process

You can make a complaint in two ways. You can contact the Customer Support Team or, if applicable, your E-Commerce Expert or E-Commerce Manager. They will note your concerns and forward them to the Management Team. 

Alternatively, you can contact the Management Team directly by emailing [email protected]. Whichever option you choose, we aim to contact you within two working days to discuss your complaint.

Frequently Asked Questions

Does EKM have a status page?

We do! You can find it here - it’s worth saving in your browser’s bookmarks/favourites for future use. If there’s a widespread issue, our Engineering Team will update EKMStatus accordingly. You can subscribe to updates directly from EKMStatus, so you’ll receive a notification when any problems have been reported or resolved. 

What if I can’t log into my shop to see my PIN?

If you cannot log into your EKM online shop, for example, if you are away from your computer, 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?

We do not need to log into your account to confirm the problem. If the issue you’re experiencing is not account-specific, our Customer Service Team will be able to assist you accordingly. However, for account-specific issues, we will always need you to verify your PIN at the beginning of the call.

What if my EKM online shop is in Dormant Mode?

If your EKM online shop is in Dormant Mode (preventing you from logging in and seeing your EKM online shop PIN), when you contact the Customer Support Team, you will need to quote the last four digits of the 16-digit card number for the card registered to your EKM online shop account.

[contact] If you need our help with your EKM online shop, contact your Ecommerce Expert or the Customer Support Team, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm 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 to ask the EKM Team, join us in the EKM Community. [/contact]