Getting support
- Michael Kalnicki
- Sam Louk
Contacting Support
Email - support@engagingnetworks.community
Phone - UK team: 020 7253 0753
North American team: 202-525-4910
Support Hours
UK team: Monday to Friday, excluding all bank holidays | 9am - 5:30pm GMT/BST
North American team: Monday to Friday, excluding all Federal holidays | 9am - 8pm ET/EST
For urgent issues outside of these hours, clients should follow the escalation procedures provided by their Account Success Managers.
How to describe the problem
When you contact Support, someone from our global support team will be reviewing and responding to your message shortly.
When referring to anything that you have built in your account, it is very helpful to include the name you have saved in your account for the item you are referring to, so we can easily find it inside of your account.
If it is any type of page, please include the url to the page.
For issues related to your supporters, please include the supporter ID of the supporter affected.
Supporter ID is the number which can be found in the supporter’s account record.
Wherever appropriate, if you can share screenshots or recordings that capture the issue you are facing, that will help us replicate the issue and get you to a faster resolution.
Be careful not to send personal or secure data
Do not send passwords, tokens or supporter exports by email
It is important for privacy reasons that you only share supporter IDs with us, and not supporter email addresses, names or other personal information.
Should you need to share sensitive information, such as an exported data file, we can provide you access to a secure file sharing site.
Support resources
As well as getting touch with the Support team, please check out these resources: