Contacting Customer Support

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Here at Customer Support, we understand you have questions. Two of the methods you can use to reach us is via Chat or Email

Accessing Live Chat function:

There are several ways to access Live Chat: via the Learner Portal, Admin Dashboard, and Emtrain.com. The first two are very similar so we'll start there.

LEARNER PORTAL/ADMIN DASHBOARD:

When you're logged in to your account, click on your name in the upper right corner, then click "Help"
Learner_View_-_Name.png

In the bottom a popup will appear that looks like this:
Learner_View_-_Help.png 
You can type in a topic or question, and we will give you a list of articles from our Help Center to see if those answer your question. If that's not able to get what you need, click the "Live Chat" button. 
 Learner_View_-_Help_Results___Chat.pngChat_Screen.png

Fill out each of the required (*) fields, and then click "Start Chatting". An available agent will respond to your question. 

 

WEBSITE (emtrain.com):

When you go to our website, after a few seconds, this little icon will appear in the bottom right hand corner.
Chat_Icon.png
Clicking that will open the same screen as above:
Chat_Screen.png

The only time that Chat icon won't appear is if there are no agents available for chat. If that is the case, because we still want to help you, you'll see thisHelp_Icon.pngappear instead of "Chat". See below for additional information on the "Help" icon.

Emailing the Help Desk

The easiest way to send us a message is from our Help Center. When you go to the website, you'll see this bar across the top:
Help_Center_-_Ticket_1.png

Click on "Contact Support" and you will see a popup similar to the one for Chat. Fill out all required (*) fields, and your name. You can attach a screen shot or other relevant attachment if you see an error message or something similar. The more information you give us, the better we can help you.
Help_Center_-_Ticket_Popup.png

If you click "Cancel" on the popup above, you will see a Help_Icon.pngicon appear. Clicking this icon will again cause that popup window to appear. If you close the popup by clicking the "x" in the upper right corner, that icon will not appear. You can still email us by clicking Contact Support again

Support Hours of Operations 

Chat & Email: 8:00am - 5:00pm PST, Monday - Friday 
Critical Incidents: Monitored 24/7 
Please note our offices are closed during major U.S. Holidays.

 

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