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Help and tickets

Open a support ticket

Describe your problem to the DCAST team and get a ticket number to follow it by.

Before you start

  • You are signed in to your DCAST account.
  • You know what you were doing when the problem appeared.
  • You have the link of the page where it happened, if there is one.

Steps

  1. 1
    Open your account menu in the top right corner and choose Support & Tickets.
  2. 2
    Click New Ticket.
  3. 3
    Write a subject — a short line that says what is wrong. Up to 200 characters.
  4. 4
    Pick a category: General Question, Technical Issue, Billing Question, Account Issue, Feature Request or Bug Report.
  5. 5
    Pick a priority: Low, Medium, High or Urgent. Medium is the default and fits most cases.
  6. 6
    Describe the problem in the message box, up to 5000 characters. Say what you did, what you expected, and what happened instead.
  7. 7
    Add the link of the stream, video or page involved — it saves a round trip.
  8. 8
    Click the button that creates the ticket.
  9. 9
    The ticket page opens with its number at the top.

Expected result

Your ticket appears in the Support list with a number, the status Open, and the category and priority you picked.

Common problems

The form says required fields are missing.

Both the subject and the message must have text in them. A space alone does not count.

I was sent to the sign-in page while writing.

Your session expired. Sign in again and re-open New Ticket; copy your text out first so you do not lose it.

I do not know which category to pick.

Pick the closest one — the team can change it. Category only helps route the ticket, it never blocks an answer.

Open a support ticket | DCAST Docs