Getting Help and Support Options | easyCMS Digital Signage

easyCMS support is simple: everything self-service is free, and always will be. The AI assistant, the support guides and the FAQ cover setup, players, layouts, scheduling and troubleshooting, and they cost nothing to use, with or without an account. Email support is included with every account too.

When that is not enough and you need a person hands-on with your specific problem, that is 25€ for an expert hour. No subscription, no tiers to compare, no commitment beyond the hour you buy.

This page tells you where to look first, and what to do when looking is not enough.

1. Ask the assistant: instant, free

The Ask easyCMS button in the corner of this page answers from our whole knowledge base and FAQ. It is the fastest route for “how do I…” and for the common failure modes, and it will link you straight to the article that covers your case. Available to everyone, no account needed.

2. Search the support guides: free

The support guides covers setup, layouts, scheduling, players and troubleshooting. If your screen is misbehaving, start here:

Display shows offline → Troubleshooting Offline Displays
Display online but content will not change → Display is Online but Content Never Changes
Scheduled layout never appears → Scheduled Content Is Not Playing
Video black or stuttering → Videos Will Not Play or Stutter
Webpage widget blank → Webpages and Embedded HTML on a Display
Anything unexplained → Reading the Player Status Window and Logs

The FAQ covers pricing, licences and hardware.

3. Email support: free with every account

Write to info@myeasycms.com. Included with every easyCMS account, answered Monday to Friday, 09:00–17:00 CET, typically within 2–3 working days.

New accounts also get a week of priority answers while you are setting everything up, which is when fast replies matter most.

Enterprise accounts have priority support for the life of the plan: your requests go to the front of the queue rather than into the standard email queue. If you are reselling easyCMS under your own brand, that is the support behind your support, see white label digital signage.

4. Expert Investigation Hour: 25€, when you need a human on it

Sometimes the problem is not in any article: an unusual network, a specific device, a broken integration, content that behaves differently on one screen out of forty. For that we sell a single hour of expert time.

Book an Expert Support Hour, 25€

Here is exactly how it works, with no surprises:

You buy one hour (25€). No subscription, no commitment beyond that hour.
You send us the details using the support request form, display, platform, what happens, what you have tried. The form asks for the right things so we do not lose a day to back-and-forth.
We investigate, up to one hour of hands-on work: reading your logs, reproducing the fault, testing on the same player type, remote session where useful.
You get a written diagnosis: what is wrong, why, and what fixing it involves.
If a fix is needed beyond that hour, we send a fixed quote: for example “3 hours to fix, 75€”. You approve it and pay before we start. No open-ended billing, and no work you did not agree to.

If it turns out the cause is a fault in easyCMS itself, we fix it as a bug and refund the investigation hour.

What to send us: it genuinely halves the time

Whichever route you take, include:

Display name exactly as it appears in easyCMS, and the player platform and version
What you expected and what actually happens
When it started, and what changed around then
A photo of the player’s status window: see Reading the Player Status Window and Logs. You can attach photos directly to the assistant or to the support request form; the assistant will read the image and tell you what it shows.
Steps to reproduce it, if it is reproducible
What you have already tried

A report with those six things is usually diagnosed on the first reply. A report that says “it does not work” takes three.

Emergencies

If a screen is dark in front of customers right now, buy the investigation hour and mark the request urgent, it puts you at the front of the queue the same working day. Meanwhile, the fastest self-service recovery is: restart the player, check the status window, confirm the display is authorised.