Your data security is of the utmost importance to us, which is why we stay proactive in our efforts to ensure your data is protected. To enhance the security of our support ticketing system, we’re making an important change that will help to further safeguard your information.
What’s changing?
Starting on June 12, 2025, Watermark will require all support requests to be submitted through the authenticated Submit a Request form in the Help Center. The authentication process verifies your identity to ensure your request is handled securely by the appropriate team.
- Email - To better protect your data and ensure more personalized support, all requests must now be submitted through our secure Support Portal. While email support is no longer available, the portal allows us to authenticate your request and get it to the right team more efficiently.
- Phone - To ensure secure and efficient support, admin users can continue to call us directly. Faculty and students should submit a request through our authenticated Support Portal so we can verify their information and route the request to the right team.
- Chat- We’re excited to announce that our live chat feature will be available directly in the Help Center after authenticating.
Why the change?
This new process will:
- Protect your data by ensuring that only authorized users can submit tickets.
- Prevent any potential for fraud and abuse by verifying the identity of the person submitting the request.
- Streamline support by ensuring we have the correct information to assist you quickly and effectively.
Here to help
We understand change can sometimes be challenging, but this update will significantly improve the security and integrity of our support process. If you have additional questions, please review our Authenticated Support FAQ Help Center article
Thank you for your understanding and for helping us maintain a secure environment for everyone.