If you're not sure where to start, these resources and suggestions can be tried on your side without involving the PBS support team.

FAQS

Visit the FAQs on our Digital Support portal to find common questions and answers.

PBS STATUS PAGE

Check our status page to see if we have any on-going issues, or subscribe to receive alerts for any future cases.

OTHER OPTIONS FOR APP ISSUES

If you're using the PBS app, you can also try these general troubleshooting suggestions:

• Try restarting the device that the app is downloaded on.
• Try deleting and reinstalling the app - this will also ensure that you have the most up-to-date version of the app.
• Do you encounter the same issue on another device?

DOCUMENTATION

We have detailed documentation that covers technical specs, instructions on using the consoles, and more.

OTHER OPTIONS FOR WEB ISSUES

If you're using a browser, you can also try these general troubleshooting suggestions:

• Try opening the web page in a private or incognito window. If the issue does not happen, try clearing your browser's cache or cookies in your original window.
• Is your browser up-to-date?
• Is an extension enabled that may be interfering with how content loads on the page?
• Does a coworker on your team encounter the same issue on their computer?
• Does the issue still happen once you restart your computer?

If you can't find the answer you're looking for from the self-service options above, or if you have a quick question, you can submit a ticket to our team.

DESCRIBE IN DETAIL

The more context you provide for your question, the quicker and more easily we'll be able to respond with an answer. Some good details to start with are: the device involved, the site or app involved, the area of the site or app involved, what you currently see, and what you're interested in seeing.

OTHER PBS PRODUCTS

Another reason you may not be able to find the answer you're looking for is because your question involves a team or product outside of PBS Digital. See additional resources here.

Technical issues can and do happen, and it may not always be clear what the error is or how to resolve it. Please contact us to report an issue with a product.

DESCRIBE THE ERROR

The more context you provide for the error, the quicker and more easily we'll be able to respond.

LINKS AND IMAGES

Please include any relevant links and screenshots with your submission. If we're not able to reproduce the error ourselves, it'll help us to know what you're seeing on your side when the error occurs. Including links to any websites you're using we'll also speed up our investigation and let us know where precisely the error is happening in the PBS ecosystem.

STEPS TO REPRODUCE

Please list the exact steps you took leading up to the error. When we try to reproduce the issue on our side, we'll want to try the same steps you took. This is especially important if we're unable to reproduce the same error on our side.

DEVICE INFORMATION

Please let us know what device you're using, and if it's a computer, which browser. You may also want to try another browser or a private / incognito window to see if the error keeps occurring.

If one of your station's members asks you for help or reports an issue, you can also submit a ticket to our team on their behalf.

DESCRIBE THE ISSUE

Please let us know any details or context you were given by the member about their issue. This can help us avoid any frustration by asking the member to repeat their problem to our team.

DEVICE INFORMATION

Please also include the device the member is using in your ticket.

As a reminder, click here to see our supported devices for the PBS app. If a member is trying to use the app on a device that is not listed on this page, we will be unable to help.

MEMBER INFORMATION

For all member cases, please include the member's full name, email address, and phone number (if applicable). If this involves a members PBS Passport benefit, please also include a link to their MVault entry. 

We recommend all station staff assisting members with Passport have access to MVault.

PBS PASSPORT ISSUE? CHECK MVAULT FIELDS

For all PBS Passport issues, please check the member's MVault entry before submitting a report to PBS Digital Support.

In order for the member to watch Passport videos, their MVault entry must be in good-standing and active: Status is set to On, Expire Date has not passed, and the member has activated the entry.

Any MVault entry issues will be sent back to the station to correct.