Welcome to PrintMail Solutions Support!


Our standard customer support hours are:

Monday – Friday
8:30am – 7:00pm
Eastern Time

PrintMail Solutions recognizes six (6) holidays:

  • President’s Day
  • Columbus Day
  • Memorial Day
  • Thanksgiving Day
  • Labor Day
  • Christmas Day

*CS will close at 5pm on July 4th

Support Contact Information

Primary Method

Online Ticket System

Submit a Support Ticket

Primary Number

Office Line to Customer Support

844-567-4400

Customer Support Email

Email us at

support@printmailsolutions.com

General Support Ticket Guidelines

PrintMail Solutions recommends that you follow these steps when you experience an issue:

Review monthly support emails to see if directions were already provided for that issue

Open a ticket

Give a detailed explanation of the problem

Attach pertinent information:
(remember to encrypt your email!)

  • Files
  • Screen Shots
  • Cycle Date
  • Account Information
  • Statement Type
  • Job Name

Phone support will be provided when needed

General Information

Tickets can be submitted through:

WEB Portal 24/7

eStatement application (with Release 2)

Phone at 844-567-4400

Email at support@printmailsolutions.com

  • If any issues are called in after support hours, our answering machine will automatically create a ticket for the customer
  • Tickets will be reviewed and triaged during normal business hours
  • Tickets may be transferred to the appropriate department for follow up or resolution
  • Tickets received after 2:00pm will be considered next day

Nature of Support Items (not limited to):

  • Checking job status
  • File reception
  • Investigative questions
  • Pull requests
  • Certified mail requests
  • Clarification on upgrades
  • Unable to retrieve files
  • Duplicate repair
  • Transmission questions
  • Job tracking research

  • Portal questions and password resets
  • Assist with reconciliation of reports
  • Notification of Core Upgrades
  • Notification of Report Retrieval
  • Notification of DDA Job Automation
  • Notification of Text Job Automation
  • Notification of Changes to Existing Jobs (backer updates, logo changes)
  • Notification of New Notice / Job Setup

Ticket Status

New

Incident reported

Open

Assigned to a support specialist

On Hold

Solution given and awaiting verification from Customer
(Automatically closes after 5 days)

Closed

Issue is resolved