Before reaching out to support, search the Knowledge Base for the answer to your issue!
Below are all the ways to contact support. For all support requests, please provide 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 support, take these steps to help them resolve 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 about the issue and how you arrived at 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! Email support is equivalent to chat support and connects you to the same dedicated team for assistance. It is particularly useful for complex issues requiring detailed explanations or attachments.
Support Email Hours:
Monday-Friday 6:00 am - 8:00 pm EST
Weekends 9:00 am- 5:00 pm EST
For requests submitted outside these timeframes, our team will respond as soon as possible.
Chat with Support
Using the purple widget in the bottom right-hand corner of your Mariana Tek account, or the knowledge base, select Send us a Message and choose 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 and send you an email so you can choose how to respond! Chat support is ideal for initiating quick contact, while email is better suited for detailed troubleshooting. Both email and chat support connect you to the same team, ensuring consistent assistance no matter how you reach out.
Support Chat Hours:
Monday- Friday 7:00 am-5:00 pm EST
For requests outside these timeframes, our team will respond by email as soon as possible.
Luna
When you contact support through chat or email, you may interact with Luna, our AI-powered support assistant. Luna answers questions, troubleshoots issues, and provides support in real time. Information shared during your conversation may be processed by Luna to help resolve your request and improve future support experiences. By using our support channels, you consent to working with Luna for these purposes.
If Luna can't resolve your issue, or if you prefer to speak with a person, we can escalate your conversation to the support team.
When chatting with Luna, please:
Never share passwords or login credentials
Avoid sharing API keys, access tokens, or other secrets
Remove or redact sensitive information before sharing screenshots or files
Do not share customer PII, including names, email addresses, phone numbers, or payment information, unless specifically required for troubleshooting
All information submitted through our support channels is handled using secure systems and processes designed to protect your data.
Schedule a 15-minute meeting with the Support team
Occasionally, it is easier to schedule a Zoom support chat with our support team than to email every issue you're experiencing. For more information, click here: Support Meeting
Urgent Support
Emergency requests send alerts and alarms to our system and team members, so please reserve this type of outreach for 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
If an urgent request is submitted that isn’t truly an emergency, the team will respond with a general message.
For urgent assistance, use the Urgent Request Form.