Included Email Support - Support

Who it's for

You are in your first 30 days after installing any of our products
You are trialling any of the premium modules
You have an active premium module subscription
You bought a lifetime licence of the premium modules within the last six months

Typical questions

How do I set up a clock?

Does PlayIt Live have a feature that does this?

Is the software suitable for my station?

Where is this setting and what does it do?

I followed the documentation and it isn't working. What have I missed?

What is covered

Included email support answers questions about how to use the software and what it can do.

How-to questions

We explain how to achieve something in the software and point you to the relevant documentation.

Feature questions

We confirm what the software can and cannot do, so you can decide whether it meets your needs.

Bug investigation

If the software is not behaving as documented, we look into it and aim to fix confirmed bugs in a future release.

Account, licence and billing help

Questions about licences, subscriptions and payments are always answered, whatever your support status.

What is not covered

Data conversion and migration

Converting or importing data from other playout systems, spreadsheets or databases, or moving data between formats.

In-depth analysis of your data

Investigating your database, library, logs or schedules to work out why your setup behaves as it does.

Remote control sessions

Connecting to your computer via Zoom or TeamViewer to configure or fix things for you.

Your environment

Configuring Windows, networks, audio hardware, streaming servers, cloud hosting or third-party software.

Building your setup for you

Designing clocks, schedules, track groups or automation on your behalf rather than explaining how to do it.

Telephone, on-site and custom work

Telephone support, on-site visits, custom development and consultancy.

Response time

We aim to respond within a few working days. Support plan subscribers are answered first, and holidays may occasionally extend this.

Language

Support is provided in English only.

Get a faster answer

Including the details below means we can usually answer straight away rather than asking for them first.

What to include

A subject line that says what the problem is. For example "Playout stops after the 3pm news" or "Error 0x80070005 opening PlayIt Live". A subject like "Please help" or "PlayIt Live" doesn't give us much to go on, so a more specific one helps us find and prioritise your email.
Your Client ID. It is shown at playitsoftware.com/Account/ClientID and lets us find your account straight away.
Product and version. For example "PlayIt Live 2.18 (Build 1287) on Windows 11". The version is under Help > About.
What you did, what you expected, and what happened instead. Copy the exact error text or attach a screenshot of it.
When it happens and how often. The first time, after an update, every time, or only at a certain time of day.
What you have already tried. Restarting, re-saving the clock, reinstalling, and what changed.
Screenshots of the problem, the error, or the clock or setting involved. If you send a video, describe the problem in text as well and say where in the video it happens.
One issue per email, sent from the address registered to your account, and reply in the same thread for follow-ups. Each issue then gets its own ticket and can be answered, tracked and closed on its own, and nothing gets lost in a long thread.

Sending logs and diagnostics

If we need your logs, database or settings, please send them with the dedicated PlayIt Diagnostics Tool. Run it on the same computer that runs the software and follow the on-screen instructions. It collects the right files from your selected PlayIt Software product and uploads them to us securely.

Always send an email first, or at the same time, describing the problem and mentioning that you have sent diagnostics. Uploads that arrive without an accompanying email are deleted, because we have no way of knowing who they belong to or what to look for.

How to contact us

Email support with the details listed under Get a faster answer above.

Email support

The 30 days start when you first install the software. Creating another account with a different email address does not start them again. See the support section of our terms and conditions.

Need more? Bronze Support adds a 1 working day response, analysis of your logs and data, and migration help.

Compare all support plans →