GoodSync Support engineers can be contacted by submitting a support ticket 24 hours a day, 7 days a week, 365 days a year for assistance with technical issues and general questions.
For technical issues, the recommended method is to submit the ticket directly through the GoodSync application. This automatically includes the diagnostic logs needed by the Support team to investigate the issue.
Update GoodSync Before Contacting Support
Before submitting a support ticket, make sure the latest version of GoodSync is installed on every device experiencing the issue. Updates include the latest fixes, security improvements, and compatibility changes that may resolve the problem.
You can update GoodSync using either of the following methods:
- Download the latest version from the GoodSync Download Center.
- From within the GoodSync application, select Help > Check for Updates.
If any affected device is running an outdated version, update GoodSync and then check whether the issue has been resolved. If the issue continues, submit a support ticket using the steps below.
Submit a New Ticket Through the GoodSync Application
When a ticket is created through the application, GoodSync automatically collects and attaches relevant diagnostic logs. The ticket is submitted using the GoodSync Account currently registered in the application under Account Setup.
To contact Support from GoodSync:
- Windows: Select Help > Contact Support.
- macOS: Select GoodSync > Contact Support.
Complete the support form with a clear description of the issue, then submit the ticket. Include the affected job name, the error message, and the approximate time the issue occurred whenever possible.
Submit a Ticket Through the GoodSync Support Portal
Use the online Support portal if GoodSync cannot be opened or if you have a general question that does not require application logs.
- Open the GoodSync Support portal.
- Sign in with your existing GoodSync Account.
- Open the Support section and submit a new ticket.
If you cannot sign in to a GoodSync Account, use the Non-Account Ticket form.
NOTE: Tickets submitted through the portal or Non-Account Ticket form do not automatically include GoodSync application logs. If the issue is technical and the application can be opened, submit the ticket through the application whenever possible.
Receive and Track Support Responses
Support responses are sent to the email address associated with the ticket. Each ticket is tracked using the email address entered when the ticket was created, allowing the ticket history and future updates to remain connected.
Keep the ticket ID for reference. Providing the ticket ID when following up helps Support locate the correct case and review its previous notes.
Reply to an Existing Support Ticket
Do not reply directly to the email notification sent by GoodSync Support. Ticket notification emails are sent from a non-monitored mailbox, so an email reply will not be added to the ticket or reviewed by a Support engineer.
Use one of the following methods to reply:
Option 1: Reply Through the GoodSync Application
- Open GoodSync.
- Open Contact Support:
- Windows: Select Help > Contact Support.
- macOS: Select GoodSync > Contact Support.
- Locate the existing ticket under the ID section.
- Open the ticket, enter your response, and submit the update.
Option 2: Reply Through Your GoodSync Account
- Go to the GoodSync Account login page.
- Sign in using the GoodSync Account associated with the ticket.
- Select the Support tab.
- Locate the ticket number under the ID column.
- Click the ticket number to review Support responses and submit your reply.
Information to Include in a Support Ticket
Providing the following details can help the Support team investigate the issue more efficiently:
- A clear description of the problem and the expected result.
- The complete error message, if one is displayed.
- The affected job name and device name.
- The approximate date and time the issue occurred.
- The steps that led to the issue.
- Any recent changes to GoodSync, the operating system, network, or storage location.