Support Portal Frequently Asked Questions

If you’re creating a ticket in the support portal, you can add a screenshot as an attachment.  

A quick and easy way to do take screenshots is to use the Windows Snipping Tool app, save the screenshot to your desktop or another convenient location, and then attach it to the case. 

Follow the same links you’ve used to access the current portal, and they will take you to the right place. 

You’ll need to login to create a ticket. We’ve migrated all accounts and users who have been active with our support team within the last year. If that’s you, you’ll be able to login with your email address as your Username, and using the Forgot password link to reset your password before your first login. 

If you’re not sure if you have an account, or if your attempts to reset your password aren’t working, please reach out to productsupport@ghd.com and we will help you get setup. 

Our support team’s phone number and email address aren’t changing, so you can also reach out to us by phone or email. 

All tickets that are open and active on launch day will be migrated over into the new platform.  

You’ll continue to receive ticket updates via email as progress is made, and the links in those notifications will take you to the migrated ticket in our new portal.  

You can also login to the new portal directly and view your ticket in there – your migrated tickets will be associated with your Organization and your user account by matching the user account and email address you used to submit the ticket in the old portal. 

Loggin in to an account in order to submit a support ticket has several advantages for both you and our support team, such as: 

• Access to ticket history associated with your account 

• With user and Organization profiles readily available, our support team will be able to route, diagnose, and resolve issues more efficiently. 

• Reduced SPAM and duplicate requests will reduce the noise so our support team can focus on resolving legitimate issues 

• Insights into ticket trends and recurring issues associated with your account 

1. Make sure you’re using your email address as your Username 

2. If this is your first time logging into the portal, you’ll need to use the Forgot password link to setup your password before you can login the first time. 

If you’ve tried those two things and still can’t login, or are not receiving the password reset email. Please reach out to productsupport@ghd.com and we will help get you setup.