Save time by checking our Forum and Knowledge Base. You might find a quick solution to your issue there:

• Forum: forum.open-e.com
• Knowledge Base: kb.open-e.com

1. When reaching out to us, please ensure you have the following information ready:
   • name
   • phone-number
   • e-mail address
   • Serial Number of your Open-E product, which can be located in the GUI on the Help > About page or the Open-E User Portal.
2. Please be ready to provide logs from the GUI, downloadable from Status > Hardware > Logs by clicking the "Download all" button.
3. Ensure that your Open-E product is registered. If not, please refer to the link below to complete the registration process. This allows you to access software updates for your module. Product Registration: www.open-e.com/register/

Upon reaching out to our Per Incident 24/7 Support representative and providing all necessary information, a dedicated support engineer will promptly reach out to you regarding your issue. Please note that during periods of high call volumes, the response time may extend up to 4 hours from the moment your call is received. We appreciate your understanding and patience as we work diligently to address your concerns.

Cancellations must be done immediately or within 15 minutes of placing the call to the Per Incident 24/7 Support Call Center. The customer is solely responsible for contacting the Per Incident 24/7 Support Call Center directly to cancel the order, and this responsibility does not fall on Open-E or the Support Engineer. Failure to complete the cancellation within the specified 15-minute timeframe will result in the order being processed without a refund.

To report an issue, call the following phone number: +1 (877) 572 5134