How to use the Help Center

Overview

📬 Have a question for our team? Submit a support ticket here.

Reach out directly to the Internet Archive's Archiving & Data Services team if you have questions or requests related to your ARCH account that cannot be answered by our support documentation.

Using our support system, you can submit a ticket and receive a response generally within four (4) business days for all non-urgent issues. This page explains how to create and best manage your ARCH support tickets. Note: If you send an email directly to a member of our team, and your question requires further investigation or we aren't able to get back to you right away, we may create a ticket for you in our system.

On this page:

• Finding information in the Help Center
• Participating in the community
• How to create a support ticket
• Receiving responses and updating your tickets via email

Finding information in the Help Center

Performing a search of the Help Center will yield results from both its "knowledge base" of articles and posts by users of its Community Forum. You can filter for Help Center articles written by Internet Archive staff under the tab "Articles" and for contributions from forum participants under the tab "Community."

Creating a support ticket

Via the Help widget

After clicking the Help button in the bottom right corner, and searching a word or phrase, a 'Contact Us' button will appear:

Select Contact us to fill out the form and click save to submit a ticket. The request form will prompt you to include details pertinent to your support ticket, including the following information:

Field Name	Data to Enter	Required?
Subject	A sentence or phrase describing the issue.	Yes
Description	A detailed description of the issue. The description should include the type of web browser you are using and the operating system you are running. Any steps necessary to reproduce errors or problems with the web application should also be listed.	Yes
ARCH account URL	Please provide us with a link to your account.	No
Issue	Please select a category from the provided dropdown list  that best describes the issue type (Accessing ARCH; Failed jobs; Previewing or downloading data; Update account information; Other)	Yes
Attachments	Attach any file(s) relevant to the ticket. For instance, screenshots showing error messages or other behaviours can be very useful to us. Including a screenshot helps ensure your ticket gets processed quickly!	No

Complete your ticket by clicking the Submit button, and that's it – your ticket has been entered into our system! An email verifying that your ticket has indeed been sent to us will be sent to your email address.

Receiving responses and updating your tickets via email

When the Archiving & Data Services support team replies (adds any comments) to any of your tickets, the reply will be sent to you directly via email. From that point on, you can simply reply to this email and your ticket will be updated with a new comment. As soon as you do, we will receive a notification that you have responded via email and will start processing the new information.