FAQs - Customer Support After Hours

We understand that support might be needed outside of normal working hours. With that in mind, we provide an After-Hours Support Line. If you need support outside standard working hours, you may use the Support Line phone number. Please see below for further details.

What is the Support Line phone number? 

The support line is 833-607-5180. You may dial this number at any time to receive support. 

What is a High Severity Incident? 

A High Severity Incident is one in which myQ Enterprise software is experiencing a complete outage or severely diminished service.  Examples include: 

• You have internet service and are able to access other external websites, but https://account.myq.com/ will not load, is non-responsive or extremely slow response 

• You are able to bring up the login screen for myQ, but no one at the facility is able to successfully login 

• Your kiosk is completely non-responsive after attempting a reset 

• Mobile chat is non-responsive for all users  

• A driver is able to check-in successfully, but the gate will not open and is stuck closed (there is no workaround) 

• Critical functions in myQ will aren’t working– such as the Daily Schedule or Appointment Creation 

  
  

What are examples of Incidents that will not be addressed by the After-Hours Support Line? 

Below are examples of incidents which are not able to be addressed either because they are not considered High Severity or are not software related. These will be addressed by your Customer Success Manager during standard business hours or, if Hardware related, by your Dealer.  

• A user is unable to login 

• A user needs to be added to the system or needs to update or change permissions 

• A sensor or other piece of equipment is not functioning as expected. In most cases it is best to call your Dealer for hardware support.  

• Shipment status does not update on the daily schedule but entry/exit still works  

• Some shipments are stuck in workflow 

• Chats from last week are still appearing 

• Driver cannot check-in but your facility can still grant them access manually 

  
  

Who can use the new toll-free support line?  

The after-hours support line is available for anyone at your facility to use any time they need support.  

Can I still email or call my Customer Success Manager directly? 

You may still use email or phone to contact your Customer Success Manager directly. It is a very effective way to communicate, and we encourage using email to send screenshots or other details. We are providing the toll-free number and after-hours support line for those times when you need immediate support and your Customer Success Manager is not available, for example after business hours or while on vacation or sick leave.