How to Get Support

Every property using GateHawk’s products has the ability to contact GateHawk’s Support team for a variety of issues. If you’re needing assistance from our Support team and can’t find the answers in your Knowledge Base, you can find next steps below.

Contacting your Authorized GateHawk Dealer 

In order to get fast and effective troubleshooting, we encourage you to contact your Authorized GateHawk dealer with questions before contacting our Support Team. This allows you to: 

• By-pass potentially lengthy wait times 

• Accurately evaluate the need for on-site support and receive on-site support quicker

• Get hands on support from a team you have existing relationships with

• Allow your Dealer to submit, manage, and escalate support tickets on your behalf

You can view your associated GateHawk Dealer in your Property Portal under the Dealer tab. 

In the event of an urgent request, property managers also have the ability to contact GateHawk support directly. 

Submitting a Support Request 

1. Visit property-support.gatehawk.com to access the Property Manager Support portal

2. Locate the “How can we help you today” section, including the search bar and sub sections.

3. Click “New Support Ticket” to open the “Submit a ticket” form. Complete each of the required sections and be sure to explain the issue in detail. The more context our team has on the issue, the quicker we can start providing solutions. 

4. Click the “Submit” button to send in your request to our team, or click “Cancel” if you’ve changed your mind about submitting a support request.

Calling Our Team Directly

If you’re facing an urgent issue or are needing clarity on the status of your support ticket, you can call our support team at 602.607.4620. 

Throughout the year, our support team is able to receive requests 24 hours a day, seven days a week. Typical in-office hours are from 8:00am to 8:00pm (EST). 

If your request is flagged by our team as an emergency, you’ll be contacted within eight hours. If an issue is not flagged as an emergency, our team will contact you within three days. 

All changes to your request will be documented through email updates.