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How do I create a new Tech Support request by email?

This article is to assist with those that are not sure how to properly contact PAE Tech Support for technical issues with your PAE software and/or PAE hardware via the email option.

*Please keep in mind that Tech Support is not going to assist with teaching customers how to mix, edit or master with StudioOne or any of its bundled plugins. If your inquiry is of that nature, we ask that you please post these questions in the user based forum section for StudioOne and seek assistance from other users in our community forum -->  Here.

*Note: If you have an existing ticket opened for the same issue, it is advised that you respond to that ticket rather than create a new support ticket.
For those with opened or pending tickets already, please follow this link --> I have created a support ticket, but not sure how to access it.

IMPORTANT: Creating a NEW SUPPORT ticket for an issue that is already opened can cause a delay in the response time. We highly recommend you log into your account and respond to a ticket if you have one opened already. This will help to ensure you get the most timely response to your issue without any delays as we answer each ticket in the time it is received in our in box. Already opened tickets get precedence in that priority! 

To contact PAE Tech Support, please do the following.

  • Log into your user account at https://my.presonus.com
  • Locate the menu option entitled Support and click that open the account support area. Here you can create new tickets, view previously opened/pending ticket and solved tickets with PAE Tech Support. 


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  • Make sure to fill out all of the ticket fields in your support request. This is very important as this information will help the agent fielding your ticket to get a better picture of what may be the issue at hand. In turn, they will not have to do as much gathering of information if you provide this in your initial request. This will help to get to a timely resolution when requesting assistance from PAE Tech Support for your technical issues. 

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  • Often a photo or screen snap can be very helpful in determining the cause of an issue. There is an attachment section at the bottom of the "Complete Description of Problem" area. The attachment can not exceed 20 megs in size. PDF, JPG, PNG, MP4, MP3, MPEG (as well as other common file types) can all be added as attachments to your support ticket through the support portal.

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Related articles:

I have created a support ticket, but not sure how to access it.

I have left a Voice Mail with Tech Support, but no one is returning my phone call.

 

 

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