Support
Help with Snaptiq.
Questions, problems, requests and accessibility barriers all come to one team, available during business hours, US Eastern time.
Contact support
Send a support request.
These questions are the ones we’d ask anyway. Answering them up front lets us find your session in the audit log and fix the problem on the first reply.
Business hours, US Eastern time · Response times for managed deployments are set out in your agreement.
- Prefer email? support@hyertek.com
- Security vulnerability? Report it privately to security@hyertek.com, not through this form.
Worth checking first
Quick fixes.
A video won’t play
Playback links expire two hours after they’re issued. Reload the page to get a fresh one. If it still won’t play, tell us the training and the browser you’re using.
A control I expected is missing
It’s usually your role rather than a fault. Snaptiq shows what your role permits, and each item names which roles can take the next step. If you think your role is wrong, your administrator can change it.
A gate won’t pass
Gates are reserved for customer roles, and several have prerequisites, such as an outstanding delivery checklist or a storyboard that hasn’t been locked. The item states exactly what is blocking it.
An approval shows as stale
The content changed after it was approved. Approvals are tied to the exact version approved, so an edit afterwards needs a fresh approval before the item can move on.
Scenes were flagged after a new revision was registered
Those scenes cite paragraphs that changed between revisions. Everything else kept its approval. Review the flagged scenes against the new text, then send them back through approval.
I forgot my password
Ask your Snaptiq administrator to send you a reset link. If your organization signs in with single sign-on (for example Entra ID), use that sign-in option instead.
More answers in the FAQ.