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Please Read: Effective January, 31 2026, all ACME Support requests need be emailed to support@acmeticketing.com. Documentation will continue to be available on support.acmeticketing.com. Thank you for your patience while we continue to improve our helpdesk offerings. A new ACME Support experience is on the way and we are excited to share more details soon. 


Contacting ACME Product Support

We’re here to help! The ACME Product Support team is happy to assist with questions about the platform, share best practices, and troubleshoot any issues you’re experiencing.


You can contact us during your regular business hours in the following ways:

For questions specifically about API integrations, feel free to reach out to:

If you’re experiencing a critical issue or an outage, please call our Critical Issue Hotline: (408) 475-1156

During especially busy times, there may be a short delay in response, but we’ll get back to you as quickly as we can—always in line with our Service Level Agreement (SLA).

Tips for Writing a Helpful Support Ticket

To help us resolve your issue faster and with fewer follow-up questions, here are a few tips when reaching out:

  1. Use a clear, specific subject line
    • If this is a recurring request, add a date or other unique detail to help distinguish it from other tickets. 
    • Be specific about where the issue is happening (e.g., POS vs Backoffice) and what the issue involves (e.g., making a ticket sale vs. updating an order).
  2. Include key details in the message
    • Order number, membership number, or full event name
    • Any example you've seen (including times, dates, or customer names if applicable)
    • A description of what you were doing, what you expected, and what happened instead
  3. Add a screenshot, if possible
    • Screenshots help us see exactly what you're seeing. Including the full screen (rather than a cropped portion) gives us context and helps us troubleshoot more efficiently. 
  4. Share what you've tried
    • Let us know what steps you've already taken or what documentation you've looked at. This saves time and helps us pick up where you left off. 
  5. Keep it just right
    • Too little info can lead to delays while we reach out with follow-up questions. 
    • Too much can be overwhelming and sometimes confusing. Aim for clear and focused information to help us get right to the issue. 
  6. Separate tickets for separate issues
    • If you're experiencing more than one issue, creating a separate ticket for each helps us (and you!) keep things organized and makes sure nothing slips through the cracks. 
  7. Keep replies in the same thread
    • If you're following up or providing more info, it's best to reply in the original ticket thread. That way we have all the context in one place and can assist more efficiently.

A Few Examples

Member Checkout Issues

Good Example

Why this works: It’s clear, specific, and gives us everything we need to begin investigating.


Needs More Info

Why this is tricky: Without context or details, we’re not sure what the issue is or what to focus on. A brief explanation and any relevant IDs would go a long way in helping us help you faster.


Event Configuration Issues

Good Example

Why this works: The subject is clear, relevant details are included, and the screenshot shows exactly what the user sees.


Needs More Info

Why this is tricky: Since there are a few separate issues mentioned here, it would be easier for both you and our team if each one had its own ticket. That way, we can keep everything organized and make sure nothing gets missed.

The subject line is a bit general, so it doesn’t give us a clear idea of what the request is about. A more specific subject would help us route and respond to the ticket more efficiently.

We’d love a little more detail about what the user was doing when each issue came up. With this one, we’re not sure if these are related to software, hardware, settings, or user steps. With a bit more context, we can jump into troubleshooting more quickly and get things resolved faster.

If you ever have questions about what to include or how best to describe something, we’re always happy to guide you. Thanks for helping us support you better!