Need help with our products?

Contents
Step-by-step Guide
Email Template

We understand that encountering a problem with our products can be frustrating. However, before reaching out to customer support, there are a few troubleshooting steps you can take to resolve the issue on your own.

Here's a quick step-by-step guide to troubleshooting product issues:

1. Go to our Knowledge Base and use the search feature to see whether there are related articles about the issue you are facing. Often, you'll find answers to common problems or specific instructions for resolving issues without waiting for a response from our support team.

2. Check our Admin/Support Playbook for Troubleshooting – Support (ecompliance.com)

3. If you've exhausted all troubleshooting options on the knowledge base and the problem persists, contact customer support.

Please use one of the following means to contact our support team. A member of the team will reply as soon as possible. 

• Support Portal: You can submit a support ticket through the support portal here 
• Mobile Apps: Tap the "Help" button on your mobile app
• Phone: 1-800-686-1915 ext. 2 
• Email: ecompliance.support@ecoonline.com

* When calling our phone line, please speak clearly, identifying which organization you're calling from; provide your full name, email address, and telephone number, and we'll call you back.  Your voice will be translated into text.

All inbound voice messages are queued into a support ticket and addressed in order of receipt. Requests are triaged and prioritized based on urgency, with no priority given to inbound phone calls over inbound emails. 

If you call outside business hours, please leave us a message, and we will reply in priority sequence as soon as possible. 

We are open from Monday to Friday, 9:00 AM to 5:00 PM EST (excluding statutory holidays). 

Here is a suggested format you can use when submitting a ticket or emailing our support team:

1. What product are you using? (choose the applicable answer(s))

• eCompliance – name of the web browser
• eCompliance – mobile app and version number
• Field iD – name of the web browser
• Field iD – mobile app and version number

*The mobile app's version number can be found at the bottom of the app's main menu.

2. Who are the affected users? Please provide their names, so that the Support team can target the issue quickly.

3. Description of the issue – e.g. what is supposed to happen vs. what is happening, which part of the platform this is happening on, whether any changes have been made to the user beforehand, time of the incident. Provide them with detailed information about the issue, including any steps you've already taken to troubleshoot. The more information you can give, the better equipped they'll be to help you.

4. Attach relevant screenshots and recording