How Do I View My Support History?

Universal Audio recently switched to a new support ticket system and there is a new process for viewing your support history.

Support history is saved under an account that is separate from your UA account - for the purpose of this explanation we'll call this your Support account. Your UA account is accessed at www.uaudio.com, and this is where all of your UAD hardware and plug-ins are registered. Your Support account is accessed at help.uaudio.com, and this is where all of your support interactions and history are saved.

Creating a Support Account

If you have ever submitted a support request or emailed Customer Support, a Support account has already been automatically created for you. To view your support history, you just need to set up a password for the Support account. To set up a Support account password, first go to help.uaudio.com and click the "Sign In" button at the top right corner of the page.

On the sign in window that appears, click the "Have you emailed us? Get a password" link located at the bottom of the window. Enter your email address into the text field on the window that appears, then click the "Submit" button.

An email will be sent to the address you entered that contains a URL for creating a password for your Support account. Follow the URL by either clicking it or copying it into your browser, then follow the directions on the page that appears to set up your password. We recommend using the same email address and password for your Support account as you use for your UA account to avoid confusion.

Note: Changing your Support account password does not affect your UA account log in credentials in any way.

If you have never submitted a support request or emailed Customer Support before but would like tocreate a Support account, you can do so by going to help.uaudio.com, clicking the "Sign In" button at the top right corner of the page, then clicking the "New to Universal Audio? Sign up" link towards the bottom of the sign in window that appears.  

Viewing Your Support History

After you have created your Support account, you can view your support history by going to help.uaudio.com. If you are not already signed in to your Support account, click the "Sign In" button at the top right corner of the page and enter your email address & password to sign in.

Once signed in, click the icon that displays your name at the top right corner of the page (where the "Sign In" button used to be), then select "My Activities" from the drop menu. You will be taken to the "Requests" section of the "My Activities" page by default, where you will see a list of your support requests. Click the subject of any support request to view the full history of that interaction. Note that when viewing a support request, oldest comments are displayed at the top of the page and newest comments are displayed at the bottom.

 

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