Purpose: At From Now On our goal is to deliver phenomenal experiences – for our partners as well as for your fans. Our team has systems in place to keep the FanX platform performing at the highest levels, and we release frequent updates to make sure your app remains issue-free.
But, as we all know, sometimes unexpected complications come up when least expected. When those moments happen, we want to make sure you can quickly and easily report issues to us, allowing you to focus on giving your fans a great experience while we work to provide solutions.
How to Contact Us
| Urgent | Non-Urgent | |
| During Normal Business Hours | Contact your CSC | Contact your CSC OR Submit a Freshdesk ticket |
| After Hours & Weekends | Text 402-503-FANX | Submit a Freshdesk ticket OR Contact your CSC |
Contact your Customer Success Coach via Email or Phone - 402-926-2000
- You can expect a prompt response during normal business hours (M-F, 7:30AM – 5:30PM CT)
- Feel free to contact us with any questions, requests, bug reports, etc.
How to Utilize our P1 Support Text Line - 402-503-FANX
- If you need to report a time-sensitive issue or error that you encounter outside of normal business hours, you should text 402-503-FANX
- In the text message, you should include
- Your school name
- The sport, team, or game being affected
- Your name
- A detailed description of the issue (what do you expect to be happening, what is actually happening)
Submit a Ticket via Freshdesk
- This is a more passive way to submit bugs, feature requests, questions, etc. any time during the week
- These tickets get processed by our team the following business day. If the ticket warrants a response, we will get in touch with you at that time.
FAQs
What types of issues should I report after-hours?
Please text 402-503-FANX to report any time-sensitive issues or errors you encounter outside of normal business hours. The below list includes a few hypothetical examples or types of problems you would want to be sure to alert us about:
- Live stats not displaying
- Audio stream issues
- Scheduled promotions not showing up in the app
- FanX Portal is inaccessible
- Unable to send notifications from Portal
- Unable to import StatCrew files to Portal
- Unable to check-in at Rewards Event
In short, you can and should report any issue that is time-sensitive and is impacting the fan experience of the app, or your ability to manage the platform.
For all other non-urgent issues or issues that come up during normal business hours, questions about the FanX Portal, best practices, etc. please contact your Customer Success Coach.
What information should I include when submitting a support request (text message)?
When submitting a support request to 402-503-FANX please include the following information:
Your school name
The sport, team, or game being affected
Your name
Provide a detailed description of the issue:
What action was attempted? What result was expected? What actually happened?
Which platform is experiencing the issue - iOS, Android or web browser (if portal issue)?
Attach any screenshots of the issue that is occurring, if possible
What happens after I send a support request (text message)?
- You will receive an automated response almost immediately, to let you know that your issue was delivered to our system.
- Your issue is routed to the first available on-call agent, who will send a brief reply to acknowledge that your issue is being investigated.
- The on-call agent will attempt to diagnose and resolve the issue, while providing periodic updates.
- If the on-call agent determines that the issue cannot be resolved before or during your event, they will communicate such and your Customer Success Coach will then provide a summary with an updated timeline for resolution by the next business day.