Contact IT Solver support

You can contact IT Solver support by email, phone or chat. This article tells you which one to use, what to tell us and what to keep private.

Ways to contact us

• Email: support@itsolver.net. A new email starts a support request. To add to a request, reply to our email. We reply by email when the work is done or if we have questions.
• Phone: 07 3123 6000.
• Chat: use the chat button on itsolver.net or in the dashboard at dashboard.itsolver.net. If you are signed in to the dashboard, chat usually signs you in with your dashboard email address. We can see your email address, so you do not need to type it.

For an urgent problem, or if your email does not work, phone us. For other problems, email or chat.

We answer Monday to Friday, during business hours, Brisbane time. If you contact us outside these hours, your request goes into the queue for the next business day. For urgent problems, read Get urgent or after-hours help.

We cannot promise how long a fix will take.

Before you contact us

You can do many tasks yourself in the dashboard, without a support request. The tasks you see depend on your role. For example, you can add or remove licences, add or remove users, change DNS records, download invoices and change your payment method. To find a task, open the help centre from the dashboard:

1. Sign in at dashboard.itsolver.net.
2. Select your initials at the bottom of the left sidebar to open the account menu. On a phone, first select the menu button at the top left to open the sidebar.
3. Select Help. The help centre opens in a new tab.

On a large screen, you can also select the question mark (?) button in the top bar.

If you are not sure how to do a task in the dashboard, contact us. We can talk you through it.

See your support plan

Select Tech Support in the sidebar. If your business has a support plan, this page shows your plan and your recent support requests. If it does not, select Book one-time support on that page. If you have the Billing only role, you see Tech Support only when your business has a support plan. The Tech Support page does not have a request form. To make a request, email, phone or chat with us.

What to tell us

• Your name and your business name.
• The person, device, mailbox or domain that has the problem.
• What you tried to do, and what happened.
• The exact error message. A screenshot is best.
• When the problem started, and if it affects one person or everyone.

Send one problem in each email. This lets us track each problem on its own.

How we check it is you

Before we give account information or make a change, we check who you are. We use a contact on file, or we call you back on the number on file. For changes to the business, we accept a request only when your dashboard role allows it. Staff without a dashboard role can get help with their own account and device. Read Who can ask IT Solver for changes, and how we check it is you.

Never send us these

Do not send these by email, chat or phone:

• Passwords.
• Sign-in codes, such as MFA or verification codes.
• Card numbers or bank details.
• BitLocker recovery keys.
• Domain transfer (EPP) codes.

If you start to read one out on a call, we stop you. Use the dashboard for these instead:

• To pay or change your card, read Pay an invoice and manage your card on file.
• To find a BitLocker key, read Find a BitLocker recovery key in the dashboard.
• To get a domain transfer code, read Get your domain password to move a domain away.

Call recording

We record and transcribe support calls for quality, training and our records. If you do not want a call recorded, tell us at the start of the call. Read the Privacy policy.

Dashboard feedback is not a support request

When a business is open, the account menu has a Feedback item. Use it to tell us about a confusing label, a broken page or a task that takes too many steps. Do not use it for service requests or outages. The feedback form tells you to use Tech Support, and its Open Tech Support link opens the Tech Support page. To make a request, email, phone or chat with us.

Examples

A staff member cannot sign in to their email

A staff member sees an error when they sign in to Outlook. Take a screenshot of the error. Email it to support@itsolver.net with the staff member's name and email address. Do not include their password. Also read Help a staff member who cannot sign in to Microsoft 365.

You need one more Microsoft 365 licence

You do not need to contact us. If you are an Owner, IT manager or Billing only user, you can buy the licence in the dashboard. Read Buy, assign and reduce Microsoft 365 licences.

Nobody in the office can get email

Phone 07 3123 6000. Do not send an email, because you may not be able to receive our reply. Read Get urgent or after-hours help.

You have a question about a charge

Email support@itsolver.net with the invoice number. Read Ask about a charge or get a refund.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.