Before reaching out to support, make sure you search the Knowledge Base for the answer to your issue!
Below is a list of all the ways to contact support. For all support requests, we ask for as much detail as possible.
What should I provide to help solve my issue?
What should I provide to help solve my issue?
When contacting Mariana Tek, there are several things you can do to ensure they can solve your issue quickly.
Send one ticket with your entire issue
Links to any relevant profiles, classes, memberships, or discounts in question
Provide examples of your issue with screenshots, screen recordings, or anything else you can do to show
Be as specific as possible regarding the issue and how you got to it. See the examples below:
Non-Specific Ex; "Some Customers cannot book into our event this Thursday..."
Specific Ex; "Jose Daniels and Mary Shaffer could not book a spot in our Thursday noon Burn Class with Carla. They have the Burn Class Series, part of the Events Series Type. This class is set up as an event."
If this involves a customer, include:
Customer name and email address
On the customer's device experiencing the issue, have them open this link and take a screenshot of the results
This must be done on the device and browser with the issue
This will confirm the system settings to troubleshoot
Permission to update the customer's password
Email Us!
Send an email to Support@marianatek.com. This will leave a message with the team and we will get back to you as soon as possible!
Support Email Hours:
Monday-Friday 4:00 am - 8:00 pm EST
Weekends 9:00 am- 5:00 pm EST
For requests submitted outside these timeframes, our team will get to them as soon as possible.
Chat with Support
Using the purple widget located on the bottom right-hand corner of your Mariana Tek account, or the knowledge base, select Send us a Message and continue choosing what you need help with so we can best assist!
If an agent is available, they will take your chat and continue your conversation. Once the team responds, your widget will update with their message, as well as send you an email so you can choose how to respond!
Support Chat Hours:
Monday- Friday 7:00 am-6:00 pm EST
For requests submitted outside these timeframes, our team will respond by email as soon as possible.
Schedule a 15-minute meeting with the Support team
Every once in a while, it is easier to schedule a support chat over Zoom with our support team vs. emailing every single issue you may be experiencing. For more information, click here: Support Meeting
Urgent Support
Emergency requests set off several alerts and alarms in both our system and to our team members directly, and we ask that you reserve this type of outreach to true emergencies only. Our on-call team member will be available to confirm and help you.
Emergencies include events such as:
System outages (all customers cannot book or buy anything through the website - no transactions will go through)
The studio website or Mariana Tek's back end is down
Please note, that if an urgent request is submitted that isn’t truly an emergency, the team will respond to this in the order it came in as a general message.
To receive assistance on an urgent matter, let us know through the: Urgent Request Form.
Xplor Growth
If you need assistance with your Xplor Growth account, email growth@xplorsupport.com.
Not sure who to contact? Click here to read more.