Contacting gCast Support for Assistance

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    Did you know that gCast has an online self-help portal that houses knowledge base, FAQs, video tutorials, and hot tips for troubleshooting? By searching our portal for articles or by browsing through our article library you may be able to avoid having to contact gCast Support at all!

    In this article:

    Lodging your support request via gCast

    Lodging your support request via the web

    Other ways to lodge a support request

    1. Lodging your support request via gCast

    If you're already logged into gCast, you'll see an icon at the bottom right-hand of your gCast screen that looks like this:

    This is our 'Help Widget' and it is linked directly to our self-help portal.

    When you click on the 'Help Widget' a search box will display, type the item or word you want to search for assistance with then click the search icon:

    The top matching articles for the word you typed in will be displayed and clicking on any of the numbered articles will open the article for you to read:

    If, after searching, you still can't find an article that answers your question or issue, then you can click on the 'Contact us' button and send us a message (this example has blank entries for the 'name' and 'email address' but the widget will auto-complete what it can based on the details of your gCast profile so that when we receive your enquiry, we know who you are:

    When you've completed the short form, click the 'Send' button and gCast Support will receive your request into our Support inbox where one of our agents will do our best to assist you with your enquiry.

    Don't have a Help Widget? That's OK, you might have direct support available through your gCast Reseller/Provider. If this is the case, please contact your reseller/provider in the first interim and if they can't help you, they will contact us on your behalf. 

    2. Lodging your support request via the web

    By browsing to support.gcast.com.au you can access our self-help portal where you can search based on keywords:

    Search for articles that match your keyword (or browse through our support portal) by typing into the 'Search' box then clicking on the search icon:

    The portal will display all articles that are a match for your search:

    If, after searching, you still can't find an article that answers your question or issue, then you can click on the 'Create a Ticket' button and send us a message, giving your email address that we can contact you back on, a subject line and some details in the 'Description' area of what your request is about. Click on the 'Submit' button when you're done:

    3. Other ways to lodge a support request

    Of course, you can still send us an email from your email client to support@gen3media.com and it will land in our support inbox.

    Alternatively, you can call us on +61 7 3366 1616 if you'd prefer to chat.

     

    Other articles you might find useful:

    Using the gCast Support Portal

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