Your issue is tracked
Every request gets a reference. Nothing depends on someone remembering a conversation.
Get support
Tell us what’s gone wrong.
Submit a support request and it becomes a tracked ticket straight away. Describe the problem in your own words — you don’t need to know the technical terms.
Opens our support portal in a new tab.
Can’t get to the portal? If your computer or email isn’t working well enough to raise a request — which is exactly the sort of problem we deal with — email support@hjdigitalsolutions.co.uk from your phone and we’ll raise the ticket for you.
Email does not send an automatic confirmation. You will not get an instant reply telling you it arrived — that is normal, not a sign it was lost. Emails are read during our support hours, so please allow a little longer for a reply. The portal is the only route that confirms your request straight away, which is why we ask you to use it where you can.
Why the portal
Why we ask you to raise a ticket.
It is not bureaucracy. A ticket is what stops your problem being forgotten.
You get updates
You can see progress on your request rather than wondering whether anyone has picked it up.
Troubleshooting is documented
What we tried and what worked is written down — useful if the same problem returns.
Support stays organised
Requests are worked in order, and nothing slips through the gaps between inboxes.
Before you submit
What to include.
You do not need to diagnose anything. These details just help us start in the right place.
- What device is affected — a laptop, desktop, printer or phone.
- What you were doing when the problem happened.
- Any message or error text on screen, word for word if you can.
- When it started, and whether anything changed just before.
- Whether it affects one person or everybody.
Remote support
How remote sessions work
Most issues are handled remotely using Microsoft Quick Assist, which is built into Windows. We will send you a code when a session is arranged.
You stay in control throughout and can end the session at any time. We will never ask for your password.
Support hours
When you can reach us
- Monday to Friday17:00 – 21:00
- Saturday10:00 – 16:00
- SundayClosed
You can raise a request through the portal whenever the problem happens, day or night — it is logged immediately with a reference. We read and work requests during the hours above.
One more thing
If it’s beyond us, we’ll say so.
We are an independent two-person team. If your issue needs a specialist or higher-level support, we’ll be transparent and recommend the appropriate next step rather than experimenting on your equipment.