Emergency Support

Aiir's support team are on hand to help customers resolve any technical issues they may encounter with our products and services.

Our regular support hours are:

  • Europe: Monday-Friday 9am-midnight (GMT)
  • North America: Monday-Friday 3am-6pm (Central)

Outside of those times, emergency support will be provided to eligible customers with the following issues:

🎚️ PlayoutONE Pro

  • PlayoutONE has closed and will not open.
  • PlayoutONE is open, but audio files will not play.
  • Traffic Log or Music Log won't import into Auto Importer.
  • Data Controller issues with receiving or sending commands.

If you are a PlayoutONE Pro customer and your station is off-air, you can call us on:

  • Europe: +44 (0) 207 770 9596
  • North America: +1 415 980 3530 / 212 500 1144 / 647 956 1254

Any non-emergency requests or requests from PlayoutONE Standard customers with a support subscription should be directed to support@aiir.com for the quickest response.

🌐 CMS (on.aiir.com)

  • "on.aiir.com" isn't loading, running slower than usual, or showing nothing but an error.
  • Studio Inbox not loading or blank page.
  • The WYSIWYG editor is not appearing for more than one person.
  • Now playing information not updating for all stations.

📱 Mobile Apps

  • You can't reach the home screen of your app, leaving it unusable, except when it's related to a billing issue. An app not being available in a store or the stream not playing are not regarded as emergencies as these can typically be solved by customers or are caused by a third party.

💻 Customer websites

  • All customer websites are unavailable, or more than one from different customers. Only one website being unavailable is usually caused by a DNS issue or the domain name expiring.

Any other support questions will be answered the next working day.

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