To reach JewelCode CareComplete support either e-mail us at support@jewelcode.com or call us at (866) 426-4911 x. 1. Both options go to the same location and are answered in first come, first served order. We are able to answer most requests with e-mail responses. We will call you if the topic requires a phone conversation and we also are able to remote connect to look at your screen with you if you the question is best answered that way.
JewelCode Support Hours
9:00 a.m. – 5:00 p.m. Pacific Time, Monday through Friday
Support is Closed
Weekends, U.S. Postal Holidays, Thanksgiving, The Friday After Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day
Support Included with Cloud Based Software
- 4 business-hour call return time guarantee for individual support questions
- Training, which must be scheduled 5 – 7 days in advance (a block of time required for these services)
- We use a support ticketing system that keeps track of all of your support requests so it is required that you contact us at support@jewelcode.com or call us at (866) 426-4911 x. 1 in the U.S. or (425) 818-9507 x. 1 outside the U.S.
- Please do not send support requests to individual staff members as some people work part-time, may be on vacation, or do not handle the type of request you send. To avoid delays always send any request, whether support, billing, or other services to support@jewelcode.com and we will triage accordingly.
For those who are not using our cloud installed software, support is also a 4 business-hour call return time guarantee. Installations or moving software to a new computer requires Windows 7, Windows 8 or Windows 10, and an advance appointment scheduled at least 5 business days prior to the need. The old computer and new computer should be set up to run next to each other during the move process. Please do not erase data from the old computer until we have helped move the needed data. This plan also includes training.