Customer support
Help with a running deployment
Start with the documentation. It covers most setup and operating questions. If the answer isn't there, send us the details and we'll help you work through it.
Answer it yourself
A printer won't connect
Check the agent is online and reaching the printer's network, then the model's own setup page.
Agent troubleshooting →Jobs aren't routing as expected
Requirements come from every rule that matches, not only the first. The rules overview explains how they combine.
How rules work →Someone can't see or do something
Start with the person's roles. Permissions come from roles, not from which site a person belongs to.
Roles & permissions →Something else
Setup, printers, print jobs, stations, quotas, branding, analytics, and API keys are all documented.
Browse the documentation →Reach the support team
Everything below goes to support@pluraprint.com with the subject already set. Pick the one that matches so it lands in the right place.
Production is down
Printers unreachable, jobs not dispatching, or nobody can sign in. Put your organisation name and what changed most recently in the first line.
Report an outage →A question or a bug
Something behaving differently to the documentation. Screenshots, the job or printer involved, and what you expected instead all shorten the round trip.
Email support →Self-hosted & air-gapped
Upgrades, migrations, backups, and deployments with no route to the public internet. Tell us your version and how it is hosted.
Ask about your deployment →Account & billing
Seats, renewals, invoices, and adding sites or printers to an existing agreement.
Contact us about your account →What to include
Your organisation, the site or printer involved, what you expected, and what happened instead. For a failed job, its ID. Never send access codes, API keys, or passwords. We will never ask for them.
Self-hosted
Include your version and whether the deployment is air-gapped. On an isolated network, describe what the logs say rather than attaching them, and we will work from that.
Sales and evaluations
Demos, pricing, and security reviews go through contact instead. That reaches hello@pluraprint.com.