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Overview
Users may utilize FreeWheel's (FW) Support Portal is used to request technical assistance (via the Freewheel Support Tool) or opt into receiving e-mail alerts about :
- Request technical support
- Sign up to receive notifications about FreeWheel system updates, product release information, and
- office closures.
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Requests for technical assistance are handled by our Freewheel support Support team during your local business hours, Monday to Friday, or 24/7 for high or urgent priority inquiries for most products. Support requests are addressed by Support Engineers, who are product experts that can directly address or escalate issues to appropriate specialists within FreeWheel as necessary. |
See below for instructions on how to employ FreeWheel's tools to request support and notification services.
Before submitting a request, check the Freewheel Hub for information that may help answer your question(s). For questions of a non-technical nature, please reach out to your FreeWheel account team.
Accessing the Support Portal
Accessing the FreeWheel Support Portal requires a username and password.
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Please note that the Support Portal login credentials are the same ones used to access the FreeWheel Hub, but are different from what is used to access your FreeWheel product. Access to these logins are typically initiated or provided by your account management team. |
Accessing FreeWheel Support Portal
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Go to https://support.freewheel.
comFrom the authentication page (pictured below), select the Client_Login authentication system dropdown, check or uncheck Remember Me (optional), and click Continue.
- From the Sign On page, enter your FreeWheel Support Portal username and password, and click Sign In .
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| (same as your login for the Hub) provided by your Account or Program Manager
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Important:FreeWheel Support Portal passwords will expire every 180 days. Forgot your password? Go to https://forgotpass.freewheel.tv/All users will be emailed a reset password link after 165, 170, 175 days. To reactivate expired accounts, contact your FreeWheel account management team. |
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Submitting a Support Request
To submit a support request, please complete the request form with as much detail as possible. The more thorough your request, the better. Doing so provides FreeWheel's support engineers with the information they need to investigate the first time; with minimal delay for follow-up.
- From the FreeWheel
Technical Support Requests
The FreeWheel Support Portal allows you to:
- Create a new ticket for technical support
- Track the status of your open tickets
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Submitting Technical Support Requests
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Note: Before submitting a request, please check out the Hub documentation for information that may help to answer your question(s). For questions of a non-technical nature, please reach out to your Account or Program Manager. |
- Support Portal, click Submit a Request
Select the Request Type from the dropdown menu (See Request Type Key below) 
- to access the "Submit a request" page.
From the "Submit a Request" page, select the appropriate request type. This will assign your request to the correct ticket queue:
Request Type Description MRM - Non-Reporting Misbehavior
This form should be used to ask questions about the performance of, for example, a specific campaign, placement, MRM2MRM rule, or programmatic deal
MRM - Reporting Question This form should be used for reporting help and data requests for the TV Platform/MRM suite of products MRM - Non-Troubleshooting Question This form should be used for all other TV Platform/MRM suite questions Integration QA This form should be used if you completed the Integration QA form and are ready for the Video Integration team
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to review a new or modified player
Player Profile Request This form should be used if you have completed a Player Profile Request form and are ready for the Video Integration
team to configure
Complete the Request Form (See Optional/Required Fields below)
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the requested Player Profile(s) Buyer Seat Mapping This form is for provisioning buyer seats in our programmatic products Brand Curation This form is for inquiries regarding the assignment of domains and creatives to brands, advertisers and industries SFX - General This form is for general inquiries for our SFX and Digital Full Stack products DSP - General This form is for requests arising from our Demand-Side Platform partners Adazzle/OneStrata EMEA/APAC This form is for Adazzle and OneStrata inquiries in our EMEA and APAC regions. For the Americas, see the Strata and OneStrata section below Beeswax - Reporting Question This form should be used for reporting help and data requests for the Beeswax suite of products Beeswax - Troubleshooting Question This form should be used for troubleshooting for the Beeswax suite of products Beeswax - Change Request This form should be used for modifications and change requests for the Beeswax suite of products Beeswax - General Question This form should be used for all other Beeswax suite inquiries
From the request form, complete the fields listed below. Required fields are marked with a red asterisk (*).
Field Description CC The option to include additional email addresses, which are CC'ed when FreeWheel responds to the ticket Subject* - Subject lines are very valuable in how tickets are managed and triaged as they are readily visible in the support interface.
- Stating the urgency and key issue of your ticket clearly in the subject line of the ticket assists with ticket management. If you have a particular deadline, this will also help FreeWheel's prioritization
Please note that if your ticket does not meet the criteria described it will be reprioritized by our team.
| Priority Level | Description |
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| P1 - Extremely Urgent | All ad serving is down, significant system malfunctions, MRM UI is inaccessible, etc. |
| P2 - High | An issue affecting multiple campaigns, non-essential service outage, etc. |
| P3 - Normal | Questions about ad serving, reporting, or forecasting. |
| P4 - Low | Questions about upcoming features or functionality, documentation requests, etc. |
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Description* A detailed description of the request or issue.
If applicable, please include:
- The network ID, PX name, Buzz Key or other relevant identifier.
- Relevant campaign, deal, rule, placement or other IDs
Information specific to the issue, such as:
- Test webpage URL or test app link
- For data clarifications or analyses, please include the source data and an explanation on the origin of the source data
- Brower(s) and version(s) where the issue last appeared
- Impact to your business
Notify and include members of your team in the support process by entering the email address associated with their FreeWheel account.
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Important: The notification will only go out to clients with access to the FreeWheel Support Portal and internal FreeWheel employees. |
Press Submit. A confirmation email will be sent from support@freewheel.zendesk.com.
Other useful information to include:
- When did you first notice the problem?
- What recent changes have been made?
- Is it restricted to one campaign, etc., or multiple objects?
- What similarities do those objects have?
One of the best questions to ask when submitting ticket is, "What is the problem you are trying to solve?" Answering this question at the very beginning of your support ticket will help contextualize the issue and ensure FreeWheel answers it as comprehensively as possible.
Example: rather than asking if a particular function is supported, or what the purpose of a function is, ask how you can accomplish a specific end goal.
Priority* Assign a priority level to your ticket from one of the options below.
Info Please note if your ticket does not meet the criteria described it will be reprioritized.
Panel Level Description Low (P4)Informational, questions about upcoming features or functionality, documentation requests, etc. Normal (P3) Issues relating to live campaigns, questions about functionality that affects live work. High (P2) An issue affecting multiple campaigns, non-essential service outage, etc. Extremely Urgent (P1)All ad serving is down, significant system malfunctions, MRM UI is inaccessible, etc. These issues are rare.Other Data to Include
Different forms may include requests for other information. For instance, in mapping a buyer seat FreeWheel will want to know the seat, DSP, and buyer. For reporting requests FreeWheel will need to know what the business case and use is for the report, so the support engineer can tune it according to your business needs. Attachments Screenshots, exported reports, traffic capture, and/or other files that may aid our team in their investigation.
- C lick Submit. An email confirmation with then be sent to the email address associated with your FreeWheel Support Portal profile.
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Viewing and Managing Requests
From the FreeWheel Support Portal, you can view your requests and, if granted access, all requests from other users in your company.
- Click your profile icon, click your username
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Tracking Technical Support Requests
Requests for you and all other users in your company (if access is granted) can be viewed from the Freewheel Support Portal.
Click on profile icon- to access the dropdown and select My
- activities.
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- From "My activities," click Requests to view either "My Requests" (i.e.,
- requests you have submitted
- ), "Requests I'm CC'd
- on," or, if you have been granted permission, "Organization requests" (i.e., all requests submitted by your company and/or "Follow" your company's requests).
How to Escalate
For concerns about a ticket and to request escalation, some tips include the following:
- Convey priority: The best results can be obtained by ensuring the urgency is communicated in the ticket.
- Ask for an escalation in the ticket: If a ticket isn’t going in the proper direction, communicate this in the ticket:
- Restate the issue and focus the question on what needs addressing
- Ask for an escalation/review on the ticket.
Leverage your account manager: Your account manager is also able to help with issues requiring escalation. Please use this sparingly.
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Subscribing to Service Notifications
Service notifications, through the Support Portal, are a way to stay informed about FreeWheel system updates, product release information, and office closures. You can opt-in to service notifications from the following sections topics:
Email Notifications
The FreeWheel Support Portal's Announcements page allows users to opt into email notifications about:
FreeWheel System Updates- FreeWheel Release Information and Product Updates
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System Update Notifications
From the FreeWheel Support Portal's Announcements page, select System Updates to view its feed
Press Follow and select either New Articles or New Articles and Comments
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FreeWheel Release Information and Product Update Notifications
- System Updates
- General Announcements
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FreeWheel recommends joining System Updates, which are used to announce any unplanned incidents. |
To subscribe to service notifications:
- From the Support Portal homepage, select a section topic. In the example below, the System Updates section will be selected.
- From the selected topic, click Follow and select New articles from the dropdown.
- You will see a confirmation notification at the top of the page.
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Once subscribed, section topics with new articles will be e-mailed from noreply@Freewheel.zendesk.com. Please check your spam folder to ensure messages are not lost. |
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Strata and OneStrata Support
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For EMEA and APAC customers, Adazzle and OneStrata tickets can be managed in the Freewheel Support Portalas described above. |
For US customers of Strata and OneStrata, there are two (2) ways to get help from the FreeWheel support team:
Strata Support Portal
http://support.gotostrata.com/
Freewheel's Strata Support Portal provides access to help documentation and training videos on Strata applications.
Strata articles can either be accessed through the knowledge base dropdown menu or by using the search bar. Articles can be saved as a PDF; URL links to articles can be sent for future reference.
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Note: For hosted clients, use your strata.cloud (https://strata.cloud.com/) username and password to access the Strata Support Portal. Non-hosted clients can contact FreeWheel Client Services to get an strata.cloud username and password. |
While not required, FreeWheel recommends logging into your strata.cloud account to enter a support ticket. If you choose to log into the Strata Support Portal, click on "Submit Support Case". You can use the Strata Support Portal to send questions, issue details and screenshots directly onto our Client Service. The more details you include, the easier it will be to quickly resolve the issue. Once the ticket is submitted you will receive an email along with the Case ID to track updates through "My Cases". FreeWheel's client service team will reach out with a resolution or request further questions if needed.
sCloud Service Request
https://mycloud.gotostrata.com/sCloudMBService/sCloudRequest.aspx
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Use your sCloud username and password to access the Service Request. |
In the instance that you get disconnected or frozen within the applications and cannot log back in, you can request that your session be logged off. This will close all of your active sCloud applications. Then, you can log back into sCloud and its applications after five (5) minutes.
Follow the instructions on the screen and be sure to save any work before submitting the request. You will receive an email within five (5) minutes, once the logoff is complete. At that point you should be able to log back in.
Adazzle Digital Support
The options listed above can be used for support related questions for Adazzle
From the FreeWheel Support Portal's Announcements page, select FreeWheel Release Information and Product Updates to view its feed
Press Follow and select either New Articles or New Articles and Comments
.