GETTING HELP

Help buttons -  and  - are located at various points in the software to provide on-screen guidance about particular features. 

 

If you need information about a setting or feature in the software:

  1. Point the mouse at Help in the top right of the screen.
  2. Select from the self-help options available:
    Online Manual opens the user's manual in a separate web browser window. 
    Watch Videos takes you to videos on YouTube, which gives overviews of some of the major features and tips and tricks on using them.

 

If you still require assistance, you can contact the operations support team:

  1. Point the mouse at Help in the top right of the screen.
  2. Select E-mail Support to open an email to the operations support desk.
  3. Select the helpline number for your country from the list displayed to call the team directly.
    A list of useful contact details is also shown here.

When contacting the operations support team, please have the email address available that is associated with your account. This is shown at the top of the Account and Settings menu. It helps the operations team locate you very quickly in their system.

 

 

If your enquiry concerns a specific flight plan that you want to file, please have the following information available to help speed up the response to your enquiry:

  • Aircraft registration number
  • Departure and destination aerodromes
  • Date and time of flight
  • People on board
  • Endurance (found in the Field 19 menu in Step 1)

 

If your enquiry concerns technical issues with using the software on your device, you will be re-directed to the technical support desk where you can submit a ticket. Please have information available on the browser version (for the web application) or the version number of the mobile app you are using.

 

If your enquiry concerns upgrading your account to include new features, you will be re-directed to the sales and marketing team. Please have the email address available that is associated with your account, and the account type (shown under Billing in the Account and Settings menu).

 

Useful Contact Details

Ops department telephone numbers:

 

AT: +43 720 883 147

AU: +61 280 114 040

BR: +55 213 942 5700

FR: +33 970 448 557

DE: +49 4161 890 9999

NZ: +64 483 107 13

UA: +380 94 711 8010

USA: +1 321 473 74 23

UK: +44 1273 782 130

 

Emergency backup: +44 2081 237961 / +380 9518 94243

 

APG support: +1 303 539 0410

FAA contact numbers

Eurocontrol contact numbers:

   Manage CTOT/Deactivate FPL: +32 274 519 01

   Tech EC Ops Helpdesk: +32 274 519 97

   FPL Department: +32 274 519 50

 

Accounts and billing (Monday to Friday, 9 am to 3 pm UTC): +44 2080 898 102

 

Email: support@rocketroute.com