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Choose the path that matches your problem so the right team receives the right details.

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Use the Contact us menu when you are stuck now

In the Customer Portal sidebar, select Need more help?. In the website editor, select Support in the bottom-left corner. The Contact us menu offers Email support, Call support, and Chat with support. Use chat for an urgent question while you are working in Rocket. Use email or phone when you need to share context or continue outside the Portal.

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Email support for product, access, or hardware help

Email support@rocketalumnisolutions.com for:
  • Sign-in, permissions, or account access
  • Product behavior that does not match this Help Center
  • Touchscreen, player, network, installation, or warranty questions
  • Something that appears broken, lost content, or a task not explained in the Help Center
Send a link to the page or folder where you need help. Tell us what you were trying to do and what happened instead. For example: “I added a team photo, but it does not appear on the public profile.” If you see an error, include its message or a screenshot. For a touchscreen problem, include the display or player model if you know it. You can ask for help even if you do not have all the device details. Never include passwords, secret access codes, private network sign-in details, or unrelated student information. If the problem comes and goes, tell us when it last happened and which devices were affected. Try reloading the page and signing out and back in. If another browser works, tell us which one.

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Get help with ClearTouch setup

Start with the ClearTouch hardware selector. If your display, attached player, or controls do not match the selected guide, stop and contact Rocket support to confirm the setup before changing settings. Include your display and player models, the step where you stopped, and a photo of the screen. For ClearTouch hardware support, call 864-643-5045. Rocket software and account questions still go to Rocket support. See hardware and network troubleshooting for connection checks and the device details to collect.

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Create a request for a large content project

From the top of the site editor, select Customer Portal. In the Portal, select Create Request for a large first-time upload, moving content from another system, a set of yearbooks, a roster, a record board, or a content project already agreed with Rocket.

Prepare a data-entry request

Organize your files, say where they belong, explain which photos match each entry, and include any event deadline.

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Who should make ordinary day-to-day content edits?

Site admins should make routine edits in the website editor. Submit a data-entry request for large groups of files, moving content from another system, or a content project already agreed with Rocket. See editing basics.

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Involve Customer Success

Contact Customer Success for training, help introducing Rocket to your community, or planning a larger project. They can help you find the right team if you are unsure where to start. For training, tell us what you want to learn, who will attend, and which dates work for you. To suggest a new feature, explain what you want to do and how it would help. Customer Success can share the suggestion with the product team, but cannot promise a release date.

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Involve school IT

Ask school IT for help when the school network blocks a website, Wi-Fi requires a sign-in page or special security settings, or school rules restrict changes to a device. They can also help add Rocket to a school-managed website. Network settings such as DNS, firewalls, static IP addresses, and security certificates should be handled by IT.

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When this document does not answer your question

Tell support what you are trying to do and what you have already tried. For hardware help, use only the guide for your model.