Due to a recent change with how we store and share documents and images, you may have noticed that you are not able to open attachments directly from your email inbox anymore.
We now require you to log in to your account on our Support Website: https://help.elgato.com
After logging in you will be able to access your attachments through a list of your open tickets.
Here is what to do if you do not already have a support account or if you’re not sure how to log in.
If you already know your Support Account Email and Password
First, go to the main Elgato Support page, available here: https://help.elgato.com
This is the page you should see:
Click on the “Sign In” link on the top right of this page:
This will bring you to the sign-in page. If you already know your log-in email and password, you can just log in here.
If you have a support account already but you do not remember the password
From the sign in page, click on “Forgot password” and provide your email address. You should receive an email reset link within 15 minutes that will provide instructions on how to reset the password.
If you do not have a support account, or the password reset process does not work for you
You will need to create a new support account.
Let’s go back to the sign-in page and click on “Don’t have an account yet?”
This will bring you to a registration form. It is very important that you use the same email address that you used to open the support request you are seeking the attachments for.
After you click submit, you will be able to log into this account from the sign-in page we were on previously.
Once logged in, the home page for the support website (https://help.elgato.com ) will look like this:
How to access tickets and attachments once you are logged in
To access your tickets and their attachments, simply click on your name on the top right of this page, then click on “My activities:”
This will bring you to a page that lists all of the tickets that have been opened using your support account or created with the same email address that your support account is associated with.
If you select a ticket, in this case “Test Ticket” you will see the entire support conversation history, along with the attachments that were included with each message. You can open or download any attachment by just clicking on it.
If you run into any issues following these steps, please feel free to reach out to our support team. You can do this through your existing support ticket by replying to the emails you have been receiving or by creating a new ticket through our chat client on the help page: