Support & Escalation

Help is always at hand. Nuweb’s support and escalation process is designed for speed, clarity, and resolution - so you’re never left waiting or wondering.

Whether you need a quick answer or urgent technical help, you’ll find clear steps, responsive service, and a team that’s invested in your success.

• Submitting a support request & what information to include

  Getting help from Nuweb is as seamless as the platform itself. When you need support, simply submit a request through our online help portal at https://help.nuwebgroup.com (My requests) or by email to help@nuwebgroup.com. To get you the fastest, most effective response, include key details like your event name, order reference, and a clear description of your question or issue. Attach screenshots or error messages if you have them - these help our Partner Success team diagnose and resolve your issue on the first reply. 

  Imagine you’re troubleshooting a ticket scanning issue at the door: send us the device info, the barcode or order reference and a quick summary, and our team can jump straight to solutions - no back-and-forth, no delays. The more context you provide, the faster we can help you get back to what you do best: delivering great experiences for your audience.

• When to escalate to critical support

  Critical Issues are ones that have an impact on sales or your ability to use the software. This is when you need to use our Support Portal, marking the Request Priority as 'Level 1 (Critical)' so it will get the urgent attention it needs from the correct team.

  Examples include: 

  • The system is completely unresponsive and does not load

  • Customers are unable to log in

  • Customers are unable to purchase or download tickets

  • Customers are being charged the incorrect amount for purchases 

  • Admin users cannot log into the box office and cannot issue tickets 

  • The access control application is not allowing tickets to be scanned 

  • NFC wristbands/cards are not paired in the access control app

  • Cashless shops are unable to sell products

  • You suspect a serious data breach, i.e. hacker or unauthorised admin access

  As you will see above, critical issues are specifically reserved for issues affecting the sale of items, delivery of purchased items, smooth running of onsite operations, or data breaches. 

  Examples not to include: 

  • Data in reports being wrong

  • Reports not loading 

  • Errors on pages that don’t severely affect the sale/delivery of items

  • Spelling mistakes 

  In extreme cases where you cannot access the Support Portal, please email critical@nuwebgroup.com and include key details like the event name, order reference, and a clear description of your issue.