How do I contact MASSO support?

MASSO support can be contacted via:

• The MASSO Support Portal (recommended)

• Email

Support email: support@masso.com.au

Support Portal login:  https://masso.freshdesk.com/support/login

How to use the MASSO Support Portal (video): https://youtu.be/2NE4DFL4_Ck

What can MASSO support help with?

Do you offer phone support?

No, phone support is not offered.

Because MASSO supports customers worldwide, using the Support Portal or email allows:

• A full record of questions and responses

• Any support team member to follow up if required

• Easier handling of time zone differences

• Improved communication using translation tools where needed

   

What is the MASSO Support Portal?

The MASSO Support Portal allows you to:

• Create and manage support tickets

• Reply to and update existing tickets

• Check ticket progress

• Close resolved tickets

• Review previously resolved issues

   

Support Portal login: https://masso.freshdesk.com/support/login

Portal usage guide (video): https://youtu.be/2NE4DFL4_Ck

Using the MASSO Support Portal

The video linked above walks through:

• Creating a support account

• Submitting a ticket

• Updating and replying to tickets

• Tracking ticket progress

Reporting a Problem

When reporting a fault, please include:

• Your MASSO serial number HERE

• A detailed description of the issue

• A copy of your printable settings file

• Any additional information you feel is relevant

Providing complete information helps reduce response time.

Printable settings file

The printable settings file feature is available on MASSO G3 and MASSO Touch controllers only.

To save a printable settings file:

1. Press the button on the controller

2. The file will be saved as a .txt file

3. Location: MASSO/Machine Settings folder on your USB flash drive