Support Tickets

Signed-in organisers can raise and track product support and billing requests without leaving SummitGPX.

Before Contacting Support

Many common questions are answered throughout the Help Centre.

You may find the answer you’re looking for in:

• Getting Started
• Route Management
• QR Codes
• Checkpoints
• Elevation Profiles
• Embeds
• Account Management
• Frequently Asked Questions

Using the Help Centre first can often provide the quickest answer.

Open Support

Open the account menu in the SummitGPX navigation and choose Help & support. The Your tickets page lists support requests for your account. Select Create ticket to start a new request.

For general enquiries before signing up, use the public contact form:

Creating a Support Ticket

1. Choose Product support or Billing enquiry under Enquiry type.
2. Enter a clear Subject.
3. For Product support, optionally select a Related event and Related route. These fields are not shown for Billing enquiries.
4. Use Tell us what happened to explain what you were trying to do, what happened instead and any error message.
5. Add optional attachments, then select Send support request.

You can attach screenshots, PDFs, GPX files, text or CSV files, and common Office document formats where useful. You can attach up to 10 files; the current default is 20 MB per file and 25 MB combined.

View and Track Existing Tickets

Return to Help & support to see Your tickets. Up to 50 recent tickets are listed in latest-activity order with their reference, enquiry type, subject, status and last update. Open a ticket to read the complete customer-visible conversation and view or download available attachments.

Ticket Statuses

• New: the request has been created and has not yet moved into the reply workflow.
• Waiting for us: SummitGPX Support needs to review or reply.
• Waiting for customer: the support team has replied and is waiting for further information from you.
• Resolved: the ticket is closed and the conversation is read-only.

Replies and Further Information

Open any ticket that is not Resolved and use Add a reply. Enter the extra information, attach supporting files if useful, then select Send reply. A customer reply moves the ticket to Waiting for us.

Resolved tickets cannot be reopened by an organiser. Use Create new support request if you need further help after a ticket has been resolved.

Notifications

SummitGPX emails an acknowledgement when a ticket is created. When the support team posts a public reply, the reply is saved in the ticket, an email is sent to the requester and an in-app notification links back to the conversation. If an email cannot be sent, the reply remains available in SummitGPX.

Replies sent through the configured support email channel can be added to the same open ticket when the ticket reference is retained and the sender belongs to the account. Email replies to Resolved tickets are not added; create a new request instead.

Attachments are retained only for the configured support retention period and may later show as removed while the ticket conversation remains available.

When submitting a support request, try to include as much information as possible.

This may include:

• Your organisation name
• Event name
• Route name
• Description of the issue
• Screenshots
• Steps you’ve already taken

For route import, validation or watch import issues, also include the route filename and format, the result from the Free GPX Health Check where the source is GPX, and the device or app involved, such as Garmin, Coros, Suunto or a phone navigation app.

The more information you provide, the faster we can help.