Contacting Erply Support
Support is available at your fingertips through the large database of guides available on https://wiki.erply.com. To search for a feature, a guide, or a workflow, simply use the search box above.
For issues you cannot find solutions for, the Erply support team can be reached at support@erply.com or called at (855) 463-7759. When you call our support line, the support team may need to remotely access your computer to troubleshoot any issues directly on your computer.
Make sure you are calling the right Erply support number before allowing anyone to access your computer.
For remote access, our agents use two off-the-shelf remote applications: AnyDesk and GoToAssist. While the agent will let you know how to initiate a remote desktop session, below are the steps to follow for each application.
Getting support via AnyDesk
To get help with AnyDesk, please follow these steps:
Step 1: Call Erply support at (855) 463-7759.
Step 2: The support agent will direct you to go to https://anydesk.com/. Simply open your browser and type in anydesk.com and click Download Now
Step 3: Once downloaded, click on the AnyDesk application to run it
Step 4: You should see a code appear on your screen next to Your Address. Provide that code to the support agent so they can start the remote desktop session.
Step 5: Once the agent initiates the connection, you will get a notification letting you know that a support agent would like to view your desk. You can choose between two options:
- If you are the administrator of your computer, you can click on the green “? Accept” icon that has a shield on the left hand-side. This will allow the support agent to have administrator access to your computer to install drivers and applications as needed.
- If you are not sure, you can pick the green “Accept” icon that does not have a shield. This means your support agent will be able to move the mouse and open files but each time they need to install an application, you would require your intervention and your administrator password.
The Erply support agent will now be able to view your screen and assist you.
| For future easy access, you can also download and save the AnyDesk application to your desktop. Each time you need assistance, you can open the AnyDesk application, get the code ready, and call Erply support. |
Getting support via GoToAssist
To get help with GoToAssist, please follow these steps:
Step 1: Call Erply support at (855) 463-7759.
Step 2: The support agent will direct you to go to https://fastsupport.com. Simply open your browser and type in fastsupport.com, hit enter on your keyboard, type in Your Name, type in the Support Key the support agent will provide you with and click Continue >>.
Step 3: You will be prompted to allow GoToAssist links to always open the GoToAssist application. Check that and click Open Go To Opener.
Step 4: Finally, you will be prompted to approve the session; click YES.
The Erply support agent will now be able to view your screen and assist you.