Have you tried the Email support option? The email support consists of a form that you will fill out about your specific machine to ask a question or seek help for a problem or issue. The link for email support is located on the Contact tab on the support page for your machine. (see example below) Once the form is filled out simply click on Submit. The form is sent to us here at Xerox support where it will be verified and then sent to the proper Remote Support Specialist (RSS) to help you. Our goal is to have your request processed within an hour. The Email links for North America are posted at the end of this article or access the link from the support page for your machine.