KORE Support Information
Office Hours: Monday to Friday, 9:30am to 6pm (GMT / BST)
Telephone: +44 (0) 207 439 3033
Email: support@sportsalliance.com / emeacsx@koresoftware.com
Service Desk: click here
Out of Hours Support
Out of hours support is available for platform-wide issues. A platform-wide issue is defined as multiple or all users not being able to purchase or stream. Such issues may include:
- Not able to load SSO page
- Not able to log in (after a password reset has been attempted)
- Password reset not working
- Not able to create / update an account
- Not able to link account (including not able to update a profile to link)
Please confirm that the issue is localised to the KORE-managed Branded UI and not a tenant site such as tickets or shop. Identify this by checking the page URL.
Step 1
Please collate ALL the below information for us to investigate the issue:
- Where did you/they enter the log in process from (page URL) to land on the page where the error is occurring?
- What action were you/they attempting to perform?
E.g., update profile, log in etc. - A screenshot of the error including the URL
What is the email address of the affected account? - Can you replicate the issue if identified by another user? Does the issue occur every time you try to repeat the same action?
- What device and browser/app were you/they using?
E.g., Desktop/Laptop/Android/iPhone with Chrome/Firefox/Edge, etc.
Step 2
Once you have the above information:
- Firstly, call +44 (0) 207 439 3033 and leave a message and contact number with our messaging service. Our on-call staff with contact you ASAP.
A fault must be recorded by calling this number, which is covered at all times outside of our normal office hours by our answering service who will take contact details and information about the nature of the fault. Someone from KORE will be in touch with you as soon as possible.
- Next, send a description of the fault, as described above, to support@sportsalliance.com or alternatively create a case on the Service Desk.
Out of hours, a description of the fault must always be accompanied by a call.
Support from Integration Partners / Tenants
Some issues may require support from an integration partner or tenant. On the next page is a simplified guide to determine the best contact for your support query.
Contact your Customer Success Manager if you require any assistance outside of what is outlined in the Help Center.