NPR Digital Services -Help and Technical Support
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Client Support

We provide full support during business hours, and 24 hour emergency support for emergency issues to subscribers to any of the following services: 

  • Public Platform
  • Public NewsRoom
  • Public Arts
  • JukeBox
  • Public Events
  • Quick Pledge
  • Composer Pro
  • Live Streaming
  • Pulse

For support regarding other services, see:

Non-Emergency Help and Tech Issues 

  • Your forgot your password.
  • Your issue is not time sensitive.
  • You're not sure how to use the Admin Tools.
  • You think you're using the Admin Tools correctly, but changes are slow to post.
  • You want to change a link, edit your style sheet.
  • You want to make a change to the masthead.
  • You have questions about SoundExchange reporting.
  • You need training.

Examples of Emergency Tech Issues OFF HOURS: emergency issues only

  • A critical system is down or offline. E.g, you cannot load your Quick Pledge® page or your admin tools on more than one computer.
  • Your station web stream is off-line and at least 3 people in different locations, cannot hear it.
  • Your Public Platform home page will not load, and you've checked on more than one computer.

Lead Time: For the following types of requests, please allow:

  • Design changes - small: 1-3 days
  • Design changes - big: 5-10 days
  • Quick Pledge Batch File changes: 5 days
  • Quick Pledge Certificate Install: a few hours to 1 day
  • Content Export requests: 2-3 weeks.

Client Help and Support


In an effort to better serve you, we provide help and support during business hours. We also offer emergency support for critical issues 24 hours a day.

ALL SUPPORT DURING BUSINESS HOURS (9 am ET - 6 pm ET):
For all support (general help, questions, training, and emergency support) during business hours, for any of the services listed in the drop down menu below, please submit this form. This will open a ticket.

Multiple staff members monitor these tickets, and we will reply as soon as possible. You may also call us at 617.423.4499, then press 2 for client services.

For support related to the Public Radio Player, click here.

I'm writing about:
Name:
Station/Organization:
Your Email:  
Phone:

Please provide as much detail as possible when asking for help or reporting a bug, such as what you:

  • did: last action you took
  • saw: text of any error messages you may see
  • expected: what didn't happen
  • replicated: whether you've tried on more than one computer or can reproduce on your own computer
  • are using: your browser and version
      

EMERGENCY OFF HOURS SUPPORT:
We provide emergency after hours support for critical issues for clients with contracts for one of our services.

For emergency technical support (meaning a critical system is down, not that you lost your password) outside of normal business hours, please call 888-225-3419 or 617-423-4499 and our support staff will be paged.

  • Before you call, please make sure you have internet access. If you can't access google.com, you have internet connection issues and we can't help you.
  • If the issue meets all criteria and is an emergency, we WILL call and/or email to get more information about the issue, update you on status, etc. so please be available.
  • If it's not emergency, we'll respond first thing next business day.
  • Please use this for true emergencies only, as it does wake us up each time.
  • Streaming Troubleshooting Tips and Tricks

Online help, tips and tricks: You may find answers here or in the blog.

Routine Maintenance: Our maintenance policy

Lead Time: We'll respond to your question or issue as soon as possible, and our initial response time is typically within one day. Our resolution time varies depending on type of request and complexity.

Here is the typical lead time needed for some kinds of requests:

  • Design changes - small: few hours to 3 days
  • Design changes - big: 5 days
  • Quick Pledge Batch File changes: 1 week
  • Quick Pledge Certificate Install: a few hours to 1 day
  • Content Export requests: 2-3 weeks.

Please share these instructions with everyone in your organization who deals with the web site or online pledge.
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