Contacting Hero Technical Support
Opening a ticket
- Submit a ticket via the Hero app's 'Get Support' function.
- All Hero technical support issues, must be submitted via the Hero App.
- Before sending the support request to Hero please do not forget to CC techitsupport@untuckit.com and k.gottlieb@untuckit.com - the goal in CC'ing TECHit Support and Kaitlin Gottlieb is to allow both parties to facilitate the swiftest and most effective support experience, toward resolution.
Opening a ticket Step by Step
See below steps to learn how to open a ticket with Hero Support, from within the Hero app.
STEP 1
Open the Hero app and tap the ellipsis in the upper-left corner.
STEP 2
This will open a menu > tap “Get Support”.
STEP 3
Tapping “Get Support” will open an email automatically, in the Mail app on the iPad or iPhone.
Do not delete any information that is auto-populated in the body or recipient field of the email.
Add as much detail as you know about the issue, including a screenshot or video if helpful to describe the issue.
Knowledge article: Writing A Good Technical Support Ticket.
Ticket Details
Also, please provide the following where applicable in order for Hero Support to investigate:
- Full name of user/s
- Phone number
- Hero app version (This can be found under the Hero logo in side menu of the app)
- Device type and model version (e.g. iPhone 11, iPad, Samsung a21 etc)
- Device software version and number - iOS / Android (e.g. IOS 13.07)
- The email address used to log into the Hero app
- Connection - WIFI or Mobile/Cellular Data
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