What to expect from Support

Scenario: You have lodged a ticket with our MOBI Support team and now you've got questions about what happens next.

❓ FAQs

So... what’s next?

Now that we have received your Support request, it will be investigated by a member of our MOBI Support team. Once reviewed we will be in contact as soon as possible to advise of the progress, clarify details or provide a resolution to your request.

Is there anything I can do?

To ensure your Support request is answered in a timely manner, please help us by providing as much relevant and clear detail as possible including screenshots, specific error messages, the steps/actions you took to get the point prior to lodging a Support request and anything else you feel will help.

Fantastic! Umm.. how can I do that?

To update your ticket with this information, you can do so via our nifty Customer Portal which is on our revamped MOBI Help Centre.

To access this portal, you will need to sign-up to our Help Centre here for access, otherwise feel free to click Reply All via email.

What are the advantages of signing up to the MOBI Help Centre/Customer Portal?

The benefits of signing up include:

Submit tickets in the MOBI Help Centre without being prompted to provide your email address
Track your past & present tickets in the Help Centre
Comment on articles in the Help Centre (if enabled)
Update your user profile & add additional contact information (e.g. email addresses & social media accounts) so that you can submit Support requests from any of these social accounts.)

Can I do anything in the meantime?

If you're keen to get the most out of the MOBI platform, our MOBI Help Centre is a great place to start. We are always updating our Help Centre content & adding new articles with more improvements coming to our Help Centre in the near future.

If you have a problem there’s a very good chance that we’ll have seen it before, and added an article with the answer that you are seeking, so please check our Help Centre first. If you do end up finding your answer, please let us know if it was helpful!

How else can we contact Support? Do you have a phone number?

We do not offer dedicated phone support, however you can contact Support the following ways:

Help Centre - via the Submit a Request form, either as a guest or as a registered user
Chat - If you see a pop-up message on the MOBI platform, you can ask your question there, and we will forward the conversation to a ticket to respond

I couldn't find the answer AND my request is taking a while – what’s going on?!

Before lodging another ticket, we appreciate your patience & understanding as we try to answer your request in the most accurate way possible. Sometimes we will need to liaise with other areas of MOBI, or it may need to be escalated for further investigation.

I have some feedback to give, where can I pass this along?

We are more than happy to take on your suggestions, ideas, comments - we would love to hear from you! The more feedback provided by you, the customer - the more we can improve your experience.

Remember

If you are unsure or confused about anything to do with Support - please let our Support team know. We here at MOBI Support are always looking for ways to improve our service.