IGEARS · CUSTOMER SUPPORT
支援中心Support Centre
先找答案，需要時再找我們。Find an answer. Get help when you need it.
現有客戶可先查看快速排查及常見問題；新客戶或新項目查詢，歡迎直接聯絡我們。Existing customers can start with the quick checks and FAQs. For a new enquiry or project, contact us directly.
START HERE
熱門支援主題Help topics & quick checks
選擇問題，展開查看可先嘗試的步驟。毋須登入。Choose a topic to reveal the first steps to try. No login needed.
網站無法開啟或載入緩慢Website unavailable or slow
- 確認完整網址，記下錯誤訊息及發生時間。Check the full URL and note the error message and time.
- 嘗試另一個瀏覽器或裝置，並比較 Wi-Fi 與流動數據的結果。Try another browser or device and compare Wi-Fi with mobile data.
- 如多人受影響或問題持續，請提供網址、影響範圍及截圖聯絡支援。If several users are affected or the problem continues, send support the URL, scope and a screenshot.
無法登入或忘記密碼Login or password problems
- 使用機構平日提供的正式登入網址，核對帳戶、輸入法及大小寫。Use your organisation’s usual official login URL. Check the account, keyboard input and letter case.
- 如登入頁提供「忘記密碼」，請使用該功能，並檢查重設電郵是否在垃圾郵件資料夾。Use “Forgot password” if available and check the junk folder for the reset email.
- 如沒有重設選項或帳戶已鎖定，請聯絡機構管理員或支援，提供系統名稱及錯誤訊息。毋須提供密碼或驗證碼。If reset is unavailable or the account is locked, contact your administrator or support with the system name and error. Do not send passwords or verification codes.
電郵無法收發Email delivery problems
- 查看錯誤或退信內容，確認是所有收件人還是個別地址受影響。Check the error or bounce message and whether all or only some addresses are affected.
- 檢查垃圾郵件及信箱容量；如平日使用網頁版電郵，可比較其收發結果。Check junk folders and mailbox capacity. If you normally use webmail, compare its results.
- 請提供發送時間、受影響地址、錯誤訊息及所用程式。設定請以服務開通資料為準，不要猜測或反覆更改伺服器設定。Send the time, affected addresses, error and application used. Follow your service setup details rather than guessing or repeatedly changing server settings.
網站內容更新後未顯示CMS changes not appearing
- 確認修改已儲存及發佈，並檢查正確頁面、語言版本及預設發佈時間。Confirm the change was saved and published. Check the page, language version and any scheduled publication time.
- 重新整理，或用私人瀏覽視窗查看公開頁面。Refresh or check the public page in a private browsing window.
- 如仍有差異，請提供公開網址、修改內容、修改時間及預期結果的截圖。If the difference remains, send the public URL, change, time and a screenshot of the expected result.
網域、SSL 憑證或續期Domain, SSL or renewal
- 核對受影響網域、續期通知及服務帳戶內的到期資料，確認由哪個供應商管理。Check the domain, renewal notice and expiry details in the service account, and identify the managing provider.
- 如瀏覽器顯示憑證警告，請記錄警告並聯絡支援；不要略過警告登入。If the browser shows a certificate warning, record it and contact support. Do not bypass it to log in.
- 請提供網域、錯誤或相關通知，以及近期有否更改 DNS、寄存或續期安排。Send the domain, error or notice, and any recent DNS, hosting or renewal changes.
EDM 或 SMS 發送問題EDM or SMS sending issues
- 查看發送記錄、排程、用量，以及系統顯示的拒收或退信原因。Review sending history, schedules, usage and any rejection or bounce reason shown.
- 核對收件地址或電話格式。如記錄顯示正在處理，先確認狀態，避免重複發送。Check recipient address or phone format. If a send is still processing, confirm its status before sending again.
- SendPromotion.Email 用戶可查看產品支援；仍需協助時提供發送或活動編號及時間，毋須傳送整份收件人名單。SendPromotion.Email users can check product support. For more help, send the campaign or sending reference and time; a full recipient list is unnecessary.
服務全面中斷、多人受影響或懷疑帳戶被盜？可直接聯絡支援，毋須完成所有排查步驟。Widespread outage, several users affected or suspected account compromise? Contact support directly; you do not need to complete every check.
查看支援聯絡方法 →See support contact options →COMMON QUESTIONS
常見問題Frequently asked questions
我不是現有客戶，可以如何查詢？How do I make a new enquiry?
歡迎前往聯絡頁，或電郵 sales@igears.com.hk，簡述公司／機構、項目需要及預計時間。Visit our contact page or email sales@igears.com.hk with your organisation, project needs and expected timing.
我是現有客戶，應由哪裡開始？Where should existing customers start?
先選擇上方與問題相符的快速排查。如仍未解決、未有相關主題，或需要即時反映服務中斷，可直接聯絡支援。Start with the matching quick checks above. If the issue remains, no topic matches, or you need to report a service outage, contact support directly.
聯絡支援時要提供甚麼？What should I include in a support request?
請提供公司／機構名稱、客戶編號（如有）、受影響網址或服務、發生時間、重現步驟、錯誤訊息，以及已嘗試的方法。截圖請遮蓋不相關的個人資料。Include your organisation, customer ID if available, affected URL or service, time, steps to reproduce, error message and checks already tried. Hide unrelated personal data in screenshots.
找不到客戶編號，還可以求助嗎？Can I ask for help without a customer ID?
可以。請提供公司／機構名稱、服務網址及聯絡資料；如有相關報價單或電郵編號，可一併提供，方便核對。Yes. Provide your organisation, service URL and contact details. A quotation or email reference can help us identify the service.
網站全面中斷或懷疑帳戶被盜，仍要先自行排查嗎？Should I keep troubleshooting an outage or suspected compromise?
請直接聯絡支援，說明影響範圍及發生時間。如懷疑被入侵，請保留錯誤或可疑活動記錄，避免反覆更改設定。Contact support directly and explain the scope and time. If compromise is suspected, retain relevant errors or activity records and avoid repeatedly changing settings.
支援是否包括在現有服務內？Is support included in my existing service?
支援範圍及費用按合約、報價單或已購買服務而定。如不清楚你的支援安排、票券或續期狀況，請聯絡我們核對。Support coverage and charges depend on your contract, quotation or purchased service. Contact us if you need help checking your support arrangement, tickets or renewal status.
需要把密碼發給支援嗎？Should I send my password to support?
不需要。請勿透過電郵或 WhatsApp 傳送密碼、一次性驗證碼或復原碼。如排查需要帳戶存取，請先與支援團隊確認合適安排。No. Do not send passwords, one-time codes or recovery codes through email or WhatsApp. If troubleshooting requires account access, agree suitable arrangements with support first.
已發送支援請求，如何補充資料？How do I add information to an existing request?
請回覆原有電郵或 WhatsApp 對話，附上新增資料或問題變化，讓記錄集中於同一個查詢。Reply in the existing email or WhatsApp conversation with new information or changes so the history stays together.
YOUR NEXT STEP
找到合適的聯絡方法Talk to the right team
NEW ENQUIRIES
新客戶／新項目查詢New customers & projects
想了解網站、系統、AI 或其他方案？告訴我們你的公司／機構、需要及預計時間。Exploring a website, system, AI or another solution? Tell us about your organisation, requirements and expected timing.
聯絡我們討論項目Contact us about a projectEXISTING CUSTOMERS
自助排查後仍需協助？Still need help after self-help?
如問題仍未解決，或未有相關主題，請直接把資料交給支援團隊。If your issue remains or no topic matches, send the details directly to our support team.
電郵支援團隊Email the support team