Log a service request
A few quick taps and it goes straight to the right team.
How do you want to do this?
Chat is the quicker way. You can switch at any time.
What do you need help with?
Who are you?
Do you have a service agreement with us? Pick your logo, or no contract.
Which site?
Which one is it?
What brand is it?
What's it about?
One issue per request, so nothing gets lost.
Tell us more
Password & login
Going on leave without your phone, or getting a new one? Tell us a day ahead so your sign-in codes keep working.
Which account?
Who's affected?
Try these first:
Tick any you've already done, so the tech doesn't ask you to do them again.
Check Caps Lock is off and you're signing in with your work email.
Try signing in at office.com in a browser. If that works, the trouble is the app, not your password.
New starter or leaver
Please don't send passwords here. We'll set them up and get them to you safely.
What do you need?
New device or equipment
What do you need?
Email & Outlook
Outlook only keeps the last 12 months on your computer; older email is still there in Outlook on the web. An attachment that bounces for size can go as a OneDrive link instead.
What's happening?
Try these first:
Tick any you've already done, so the tech doesn't ask you to do them again.
Close and reopen Outlook, then check you're online.
Look for a 'mailbox full' warning at the top of Outlook.
Files & sharing
Where are the files?
What do you need?
Try these first:
Tick any you've already done, so the tech doesn't ask you to do them again.
Check the OneDrive cloud in the taskbar shows it's up to date.
Disk full? Right-click the OneDrive or Dropbox folder and choose Free up space.
iPad or tablet
What's wrong?
Is it the family sign-in iPad?
Try these first:
Tick any you've already done, so the tech doesn't ask you to do them again.
Restart it: hold the top button and a volume button, then slide to power off.
Won't charge? Try another cable and wall plug, and leave it 30 minutes before turning it on.
Mobile phone
What's it about?
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Restart the phone: hold the side button and a volume button, then slide to power off.
Computer or laptop
What's happening?
Try these first:
Tick any you've already done, so the tech doesn't ask you to do them again.
Restart it properly (Start, Power, Restart), not just sleep.
Check the power and screen cables are pushed in.
Keeps asking you to sign in? Sign out of Office or Teams and back in.
Software & licences
What do you need?
Printer or scanner
Need the copier set up on your computer? That's us, stay here. If the copier itself is jammed or faulty, pick Photocopier instead.
Try these first:
Tick any you've already done, so the tech doesn't ask you to do them again.
Turn the printer off and on, and check it has paper and no message on its screen.
Try printing from a different program. If that works, tell us which one won't.
Photocopier (the machine itself)
Internet & Wi-Fi
Is it everyone or just you?
Is it down, or just slow?
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Restart the router: off at the wall for 30 seconds, then back on.
Working from home / VPN
What do you need?
Try these first:
Tick any you've already done, so the tech doesn't ask you to do them again.
Check the internet works first: open any website.
Turn WireGuard off and on again.
Phones
Website or domain
Suspicious email
Don't click any links or open attachments in it. If you typed your password into it, tell us straight away.
Did anyone click it?
Something else
CCTV & cameras
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Check the recorder has power and the screen is on the right input.
Signage & screens
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Turn the screen and its player off at the wall, wait 30 seconds, then on.
Business software
Which software?
Label printers
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Check the labels are loaded the right way and the printer shows no light flashing.
Network & Wi-Fi
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Restart the router: off at the wall for 30 seconds, then back on.
Something else
Paper jam
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Follow the arrows on the copier screen, open the doors it shows, and pull the paper out the way it travels.
Print quality
What does it look like?
Error code on screen
What does the screen say?
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Turn the copier off with its power button, wait a minute, then on.
Toner
How much is left?
Scanning or scan to email
Meter reading
Something else
No dial tone or phones down
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Unplug the handset's network cable and plug it back in.
Call quality
What's it doing?
Voicemail
Add, move or change a handset
Diverts & on hold
Something else
Till won't start
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Turn it off properly, wait 30 seconds, then on.
Card / EFTPOS not working
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Restart the terminal, and check its cable or Wi-Fi.
Receipt printer
Tick any you've already done, so the tech doesn't ask you to do them again.
Try this first: Turn it off and on, and check the paper roll is in the right way round.
Cash drawer
Scanner or scale
Menu or price changes
Something else
What's it about?
Anything else we should know?
Please don't send passwords here. We'll ask you for them safely.
How much is it affecting you?
We've picked this from your answers. Change it if it isn't right.
Priority. Call (08) 7123 0805 now as well, so we can start straight away.
We'll pick this up as soon as possible, usually the same business day.
Added to the queue. We'll be in touch within 1 to 2 business days.
Give us a few days' notice for new starters. We'll confirm when it's done.
Your details
No problem. Tell us what's going on and we'll get it to the right person.
Roughly what's it about? (optional)
Check and send
Tap any line to change it.
We only use your details to handle this request. Privacy policy
Request sent
Your reference is . Thanks. We've emailed you a copy with your reference.
WaTo service desk
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