The Smart Bear Support

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Read our T&Cs here

2024 Closures
MARCH  Closed Dates: 18th-22nd - Emergency cover only as I'm out of the country. 

TEMPORARY CHANGE IN HOURS - Mon, Tu., Thurs, Fri 9.30am until 3.30pm until further notice.
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    Do you need help?

    Please use this portal to submit all support requests.  Raising a ticket will automatically register you on our system.

    How and when to submit a support ticket

    • One ticket per issue/question
    • Give as much detail as possible including URL and any error codes
    • Send a screenshot if you can
    • If you're on a Bear Care Maintenance plan the work will be taken out of your monthly allowance
    • If you're not on a support plan then we will invoice you for any work carried out
    • Submit a ticket 24 hours a day but note our opening hours below
    • If your ticket is urgent, mark it as urgent/critical

    Submit a ticket now


    (these were last updated Jan 2022)

    Investigation work is a minimum 15 minute charge (30 minutes minimum out of hours).

    If you would prefer to be provided with a quote for the work,
    please let us know and specify 'Quote' on the classification field otherwise we may just carry out the work.

    Is your problem a chargeable issue? 

    If you answer yes to any of the below questions, then we will invoice you if you submit a ticket:


    1. If your website is more than 1 month old 
    2. If your website was not built by The Smart Bear
    3. If you have not subscribed to a monthly Bear Care package



    Not registered? 

    Simply  submit a ticket  to register with our support site. 
    Once registered all your tickets will be available for you 
    to view, edit and respond to in the 'my tickets' section




      Opening Hours

      We aim to answer all tickets within 24 working hours.

      We do not provide 24/7 support. However, we will endeavour to answer you as quickly as possible if your issue is urgent.

      The office is open Monday, Tues & Thursday, Friday (9.30am to 4.30pm). Wednesday Closed.

      For temporary changes to opening hours, please check out Google My Business: https://g.page/thesmartbear?gm

      View the T&Cs of submitting tickets