Before contacting support: information to include
Before contacting Storeplay support, gather a few key details. This helps the support team understand the issue quickly and reduce back-and-forth.
Basic information to include
Please include:
- Your name
- Brand or business name
- Store name and location
- Best contact phone number
- Best contact email address
Product affected
Let Storeplay know which product the issue relates to.
Choose one or more:
- Radio
- Display
- Scent
- IQ
- Storeplayer device
- Storeplay Admin
- Account or billing
- Network or internet setup
If you are not sure, describe what you are trying to use and what is happening.
Describe the issue
Include a short description of the problem.
Helpful details include:
- What were you trying to do?
- What happened instead?
- When did the issue start?
- Has anything changed recently?
- Is the issue happening in one store or multiple stores?
- Is the issue constant or intermittent?
Screenshots and photos
If possible, include screenshots or photos.
Useful examples include:
- Error messages
- App screen
- Device setup
- Storeplayer connections
- TV or display screen
- Scent diffuser lights or labels
- Network or Wi-Fi details, if relevant
For Radio issues
Include:
- Device type: iPhone, iPad, Android, Windows, Mac or Storeplayer
- Whether the app is logged in
- Whether music appears to be playing in the app
- Whether there is sound from the speakers
- Whether the store internet is working
- Any error message shown in the app
For Display issues
Include:
- Screen brand and model, if known
- Whether the screen is showing a QR code, black screen, or content
- Whether the display is connected to the internet
- Whether the issue affects one screen or multiple screens
- A photo of the screen
For Scent issues
Include:
- Diffuser model, if known
- Whether the diffuser has power
- Whether it is connected to Wi-Fi
- Whether fragrance is installed
- Whether the scent is too strong, too weak, or not working
- A photo of the diffuser, if useful
For IQ issues
Include:
- Whether the issue relates to queueing, click & collect or bookings
- Store location
- Customer notification issue, if relevant
- Approximate time the issue happened
- Screenshot of the queue, booking or order if available
For network or IT issues
Include:
- Store internet provider, if known
- Whether other internet services are working
- Whether the device works on a hotspot
- Any firewall or port restrictions
- Whether the IT team has checked Storeplay network requirements
Contact Storeplay support
- Email: support@storeplay.io
- Phone: 03 9505 3576
- Support hours: Monday to Friday, 9am–5pm Melbourne time, excluding Australian public holidays