Watermark maintains two Help Centers to meet GDPR data residency requirements. This Europe-based Help Center is hosted on a server in Ireland and is linked directly from your CES product. The US Help Center, hosted on a server in Ohio, is accessible via the link in the upper-right corner of this page.
Note: Watermark provides support directly to CES Administrators. CES Administrators are responsible for supporting their institution's faculty and students.
Preparation for Support Requests
To ensure faster resolution, please include the following when reaching out:
- A clear summary of the question or issue
- Project Name and/or Project ID (if applicable)
- Impacted user(s)
- Steps to recreate the issue
- Sample reports or files
- Relevant screenshots
Email Support
Email: support@watermarkinsights.com
Availability: 24/7
Before your first request, provide the email addresses of all CES Administrators authorized to contact Support. We will add these addresses to our safelist to ensure your requests are received and processed.
Each inquiry generates a unique case number — you'll receive an automated email confirmation with this number. To follow up on an open case, reply directly to the case email to maintain a full communication history.
Submit a Ticket via the US Help Center
You can also contact Support using the Submit a Request button in the Watermark US Help Center (https://support.watermarkinsights.com/), accessible from the upper-right corner of this page. You may be prompted to create a user profile, which allows you to securely track your inquiry and view your full communication history. Please note, again, the US Help Center is hosted on a server in the USA.
Phone Support
Phone: 800-311-5656
Availability: Monday–Friday, 8am–6pm ET