Data security is of the utmost importance to us, which is why we stay proactive in our efforts to ensure your data is protected. We’re making updates to how you connect with Watermark Support, designed to enhance security and efficiency.
Please review the following frequently asked questions to understand what’s changing, why, and the benefits:
- What is changing and why?
We’re continuing to evolve our support experience in line with current security standards to ensure the most secure and reliable experience. As a result, beginning on 22 September 2026, we will require authentication to submit a support ticket. That means you’ll have to use the authenticated "Submit a Request" form in the Help Center to submit a support ticket. This will enhance the protection of your data, ensure verified communication, and resolve issues more efficiently. - How will I contact Support?
Support will be available through the authenticated "Submit a Request" form in the Help Center. Here is how to authenticate:- Log in to your institution's Watermark CES platform:
- Click the “?” on the top right
- You’ll be routed to our Help Center and authenticated automatically
- Click "Submit a Request" and complete the form—your ticket will be linked to your verified user account
- You’ll receive email updates as usual
- Will phone support still be available? Yes. Inbound phone support will remain available and reserved for administrators. Note: This is a US phone number.
- Who can authenticate to contact support? Watermark provides support directly to CES Administrators. CES Administrators are responsible for supporting their institution's faculty and students.
- Do I still have access to the Help Center? Yes. Help Center articles remain publicly accessible—you can continue to browse guides, how-tos, and troubleshooting tips without logging in. You’ll only need to authenticate when you want to submit a support ticket.
- What if I try to submit an email support ticket?
All support tickets must be created through the authenticated "Submit a Request" form. After the support ticket has been created, subsequent communication can happen via email. If users email Support, they will receive an auto-reply directing them to submit their ticket via the “Submit a Request” form in the Help Center. - Will this change impact the level of support I receive?
Submitting a ticket through the Help Center will improve your experience. By authenticating, you’ll receive support that’s more secure, and tailored to your account. Plus, you’ll be able to track the progress of your requests more easily.
Thank you for your understanding and for helping us maintain a secure environment for everyone. If you have questions, our team is ready to assist.