This guide explains:
How to Submit a Support Ticket
To contact the GAN Support Team, select Submit a Request on the Support Homepage.
The Support Team aims to respond to inquiries within 24 hours or less. Urgent issues are prioritized during normal support hours:
Monday–Friday
9:00 AM – 5:00 PM Eastern Time (EST)
9:00 AM – 5:00 PM Central European Time (CET)
(excluding holidays)
Resolution times may vary depending on the complexity of the request and whether additional internal investigation is required.
Providing clear details when submitting a ticket helps the Support Team investigate faster and reduces follow-up questions.
What to Include When Submitting a Ticket
To help us investigate your request as quickly as possible, please include the following information:
Platform URL
Provide the URL of the page where the issue occurs so Support can identify the correct environment.
Detailed Description
Please describe the issue step by step, including:
Module name where the issue occurs
Entity name or Entity ID (if applicable)
Issue ID (if relevant)
User name and email experiencing the issue
A clear explanation of what happened vs. what you expected (Avoid descriptions like “It’s not working”, as Support will need to ask for additional information before investigating.)
Browser
Let us know which browser you are using and whether you have tested another browser.
GAN supports the latest versions of:
Google Chrome
Microsoft Edge
Apple Safari
Mozilla Firefox
Screenshots
Attach screenshots whenever possible.
Screenshots help Support quickly understand the issue and identify errors, missing fields, or unexpected behavior.
Prevalence (if known)
If possible, let us know:
Are you the only user experiencing the issue?
Are multiple users affected?
This information helps Support determine the scope of the issue.
Priority Level
Please select the priority level that best reflects the issue's impact. Misclassified tickets may be reassigned.
Low - Data administration or minor issues (e.g., client data updates, feature requests, issues with workarounds).
Normal - Routine service requests and troubleshooting affecting a limited number of users (e.g., how-to questions, admin/config updates, minor issues).
High - System performance issue or bug affecting some users but not all
Urgent - Critical impact. System downtime or significant performance degradation is experienced across all users (e.g., system-wide outages or security breaches).
Tracking Your Ticket Status
After submitting a ticket, you can track its status by visiting My Activities in the Support Portal.
This section allows you to view:
My Requests – tickets you submitted
Requests I’m CC’d On – tickets where you are copied
Organization Requests – tickets submitted by your organization (depending on permissions)
Each ticket displays key information such as:
Ticket ID
Subject
Last activity
Current status
| Status | Definition |
| Open | The ticket has been received and is being reviewed by the Support Team. |
| Pending | Support is waiting for additional information or confirmation from you. |
| Solved | The issue has been resolved. |
Learn more
Suggested next read: Status and Updating a Submitted Ticket
© 2026 GAN INTEGRITY INC. ALL RIGHTS RESERVED | The information contained in this document is solely for the intended recipient and may not be used, published, or redistributed without the prior written consent of GAN INTEGRITY INC. While every care has been taken in preparing this document, GAN INTEGRITY INC. reserves the right to revise its contents without prior notice.