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Important: You will need to use link from email notification to confirm your ticket!
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Use tickets to contact us using the pages on this website. Your ticket will be addresses as soon as possible by a subject matter expert.
Do NOT reply email ticket notifications directly by email. Direct emails are not monitored or processed and also often get blocked and automatically deleted by spam filters.
This form is for technical inquiries about software and services. For billing issues contact billing site from their contact pages mentioned below.
  • Phone Number
    Billing: Phone support is available for our billing partners / distributors (BlueSnap, Avangate, ShareIt, PayPal) at numbers provided on their contact pages, on their official sites, based on their policy. Billing sites can't assist with technical inquiries and have own support policy.
    Technical: As listed in Support Policy below, due to the technical nature of our services that requires written communication, strict security, indentity and order verification, staff that may not be available at precise moments, support is only available in written trough this tickets system.
    Use form above to submit your inquiries, include order email/number if available and appropriate staff will try to address these as soon as available.
  • Phishing/Scam Alert: This web based tickets system is the only authorised form of support we provide. If you get in contact outside our site (on email, phone, message boards, IM, social networking, live persons or offices) to what appears to be VideoWhisper staff/partners, never provide sensitive details and always come to our site to clarify any information using this tickets system. Order VideoWhisper services only from links obtained directly from VideoWhisper web pages (site or ticket pages). We will not be able to provide any type of assistance if you make payments or get into contracts with 3rd parties.
  • There were many reports recently about missing confirmation emails. This is usually related to spam filters and mail server settings: emails are blocked by client mail server.
    Try with a free GMAIL account and create filters for our emails to never send to spam.
    This is required mainly because our technical emails contain multiple reference links and sometimes hosting info including IPs that trigger spam filters.
  • Members: If you submit tickets with same email as for your member account you'll be able to see all tickets listed for future reference.
Support Policy
  • We can provide free support including product and service information, assistance and guidance, suggestions and recommendations related to our software and services, by tickets.
  • Our policy is to discuss in written due to the technical nature of the products and services that usually require an expert and sending links to demos, descriptions, specs, appropriate order pages.
    Due to the technical nature, most inquiries can not be handled by plain order takers or sales staff. Submitting a ticket allows a Subject Matter Expert (SME) to address it when availalble.
  • Our site, product demos, documentation and support are available in English, which is the common language for our staff, developers, partners. If an English speaker is not available in your team, you can still use Google Translate to send your inquiries in English and understand our site, documentation, messages.
  • Alternate channels of communications (like Facebook, Twitter, personal contacts including email) are not authorised to provide any type of support.
    Our staff that notices such inquiries can only provide link or instructions to get to the official contact page.
    Direct emails are not monitored by support: all inquiries should be submitted from online form on site.
  • No 3rd parties are authorised to provide support or deal offers for Videowhisper. Always use tickets from our site (do not reply direclty to emails) to communicate with VideoWhisper.
  • Our services refer to providing and setting up software and hosting. Once this is done and works as advertised in the demos and site pages there is not much else to do by our staff.
    Considering these, we try to keep our prices affordable by not introducing costs related to human order takes and salesmen, 24/7 support, hot lines, site management staff.
    If you have extra budget for your project you can always hire a webmaster, developer, rent your own server and hire a server administrator or management services.
    Further development and customizations depend on your business, considering the boundaries of software and service we provide. These boundaries can be prospected prior to purchase with the online demos, trial downloads, documentation written on the website for each edition. Services can also be ordered for limited time (monthly) for full mode usage and kept as needed.
  • Tickets are answered depending on availability, time zone, working hours (variable), working days (not including common non working days like Christmas, New Year and sometimes weekends), unavailability of approprite staff due to special situations, steps required to address the inquiry (testing, setups, research, development). In conclusion tickets can be replied from minutes to multiple hours or days later and exact time also depends on inquiry.
  • Sometimes tickets are skipped or lost due to human or technical reasons. So, if you don't receive a reply in 48h you should include a reminder, follow up by replying same ticket. If in 72h you don't get an answer try submitting a new one.
  • Software support is only available for latest versions and standard editions: Make sure you have downloaded and installed latest version for the edition you're using so issues are not caused by older bugs, missing features or custom code added by 3rd parties.
  • Installation assistance can only be provided after receiving all details required for that like order identification (order email/order number) and installation details. If you want our staff to take a look at your existing installation, include detailed testing instructions and information: what url to access, user and password if needed, what tot click to get to the application if necessary.
  • Billing Support: VideoWhisper does not collect, keep or manage your billing details (like credit card info). These are managed by the billing site and all inquiries related to billing process should be addressed there.
    BlueSnap, Avangate, ShareIt are the legal distributors for VideoWhisper products and services and can assist with billing issues, order information corrections, invoice, W9 form.
    VideoWhisper staff receives automated notifications about payments/cancellations from billing site and updates service status. For each order you can use billing site contact page and information in your billing notification emails to address billing related inquiries.
    VideoWhisper staff can only check payment status (if paid or not) based on order email/order number and provide links to billing site contact pages, depending on your order (what billing site you used or plan to use).
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