How to reach Cognosos Customer support for assistance or to report a problem.
Cognosos Customer Support is here to support customers with RTLS portal and mobile app questions or fixes, as well as submitting equipment returns (RMAs). There are three primary ways customers can engage with Customer Support: portal, email, and phone.
The Cognosos portal is the most efficient way to request support as the form includes pertinent
information that the Customer Support representative needs to quickly resolve the issue.
1. To access the Cognosos portal, go to portal.cognosos.net. Log in using your username and password.
2. Select the hamburger menu in the top right corner. Choose Product Support from the menu.
3. Complete all of the fields on the support ticket and use the drop-down lists to select Ticket Category, Case Category and case sub-category (applicable to Troubleshooting and How to).
When entering a description, ensure to include important information such as:
- Software version
- Browser/version
- Impact of issue
- Hardware type
- Tag ID(s)*
- Phone model/version
*The Cognosos Tag ID is located on the front of the tags below the large barcode.
4. Select Submit. Your request is sent to a Customer Success representative who will reach out within 24 to 48 business hours. An email is also sent with the ticket ID number to the email address provided in the ticket.
