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When to Contact Support

Decide what you can fix yourself versus what needs the COTT support team.

When to Contact Support

What you'll learn: When to email or call COTT support, what info to include so they can help fast, and what not to escalate (because it's faster to fix yourself).

Time needed: 2 minutes.

You can usually fix this yourself

These problems are covered in the manual — try the linked article first:

Contact support for these

These need attention from COTT — there's nothing in the admin panel that fixes them:

  1. Multiple TVs simultaneously go offline. A single offline TV is often a power or network issue. Many at once usually means a server or platform problem.
  2. Login fails despite correct credentials. If you're sure your email/password are right and the page still rejects you, your account may be locked or there's a server issue.
  3. "MAC Spoofing Detected" or "Device Identity Changed" alerts. These are security alerts. Investigate, and if you can't explain them, escalate.
  4. The admin panel itself is broken — pages won't load at all, you see "500 Internal Server Error" repeatedly, or the dashboard is permanently empty after refreshing.
  5. You need to upgrade your plan (more rooms, more storage, etc.) or change your billing.
  6. Your hotel was deleted or renamed by accident.
  7. You need a feature that's not there. Feature requests go to support, who route them to product.
  8. Anything involving real money — refunds, billing disputes, payouts.

What to include in a support email

Send to the email address your account manager gave you. Include:

  1. Your hotel name and the URL of your admin panel. Saves them time looking you up.
  2. What you were trying to do. "I was pairing TV in Room 204."
  3. What happened. "After typing the PIN, the TV showed 'Invalid PIN' even though I generated it 30 seconds ago."
  4. What you've already tried. "I generated a fresh PIN, same result. I tried unpairing the device first."
  5. Screenshots — of both the admin panel and the TV if relevant.
  6. The room number, MAC address, and device ID for any device-related issue. (Find these in Devices → click row.)
  7. The time it happened. Helps them find your event in server logs.

The clearer your email, the faster you get help.

Things support cannot do for you

  • Edit your menu, content, prices, or rooms — those are tenant data; only you can change them.
  • Pair TVs remotely without physical access to the device.
  • Recover deleted data beyond a short retention window. If you delete a room or message, it may not be recoverable. Be careful with delete buttons.

Emergency contact

If something breaks during a guest crisis (e.g. fire alarm and emergency banner won't deactivate), call your account manager directly. Don't wait for an email reply.

Next steps