Requests

  • Requests

WEBSITE UPDATES AND SUPPORT

We’ve moved to a streamlined support system for all website edit requests. To submit a request, simply log in to your support account — this replaces our old web form. Logging in gives you a single place to submit new edit requests, track their status from start to finish, and view your full history of past requests anytime.

If this is your first time signing in, you already have an account with us: just click “Forgot my password” on the login page, enter your email, and follow the link to set your password. From there, you’re ready to go. Need a hand getting set up? Reach out and we’ll walk you through it.

SUBMIT A TICKET

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EMERGENCY TICKET

This form is for urgent, time-sensitive issues that occur outside of normal business hours that impact your ability to conduct business.

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EMERGENCY SUPPORT REQUEST

🚨 After-Hours Website & NG Engine Emergency Request

This form is for urgent, time-sensitive issues that occur outside of normal business hours that impact your ability to conduct business. Please use this form only if your website or NG Engine account is experiencing a critical problem that requires immediate attention, such as:

❗ Website Emergencies

  • The website is completely down or inaccessible
  • A Gravity form is not processing transactions.
  • A time-sensitive event, sale, or program registration is being disrupted
  • A broken page or critical error that affects an actively marketed customer funnel

All completed ticket requests should be reviewed by the client within 24 hours. Issues or dissatisfaction with a ticket completed more than 24 business hours prior does not constitute an emergency and revisions should be submitted by replying to the initial ticket confirmation email.

❗ NG Engine Emergencies

  • The account is locked, inaccessible, or showing system-wide errors
  • Payments connected through NG Engine (Stripe, forms, invoices, etc.) have stopped processing
  • All other NGE disruptions can be resolved through the “help chat” by clicking the question mark on the bottom, right corner of your screen while logged in.

We will review your submission as quickly as possible.
Please note: After-hours support is strictly reserved for emergencies.
Non-urgent requests will be handled during regular business hours.

When submitting this form, please include:

  • A clear and detailed description of the issue
  • The specific page(s), funnel(s), or automation(s) affected (please copy and paste the URL at the top of the screen)
  • Any error messages you are seeing
  • Screenshots or screen recordings (if possible)

By submitting this form, you acknowledge that:

Our team will make every reasonable effort to resolve the issue promptly; however, response times may vary outside of normal business hours. We will use email as the primary method of communication. Failure to respond within one hour will delay our team’s ability to complete this ticket during non-business hours.

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