Support
FAQs
How do I create a Klyk that's private?
You can create an event that is hidden by selecting the 'unlisted' option when you are creating your event.
What if I want others to be able to find and discover my Klyk? How can I make it public?
You can create a public event by selecting the 'public' option when you are creating your event. This means it is listed and will appear on the Discover page.
How does Klyk integrate with Zoom?
Using Klyk requires having a Zoom account. In order to create an event you have to authorise your Zoom account to enable the integration. Do this by following the prompts when you are asked to 'Authorise Zoom.' Once you have authorised your Zoom account, the conferencing links will be automatically generated every time you create an event.
I'm having trouble authorising my Zoom account. What do I do?
It may be a browser issue. Troubleshoot the issue by first cleaning your application browser cache and try again. Otherwise, try logging into Zoom to make sure there is not an issue with your Zoom account.
What if I don't have a Zoom account?
You can create a Zoom account by visiting zoom.us and following the prompts. Alternatively, you can insert a custom link that is either an existing active Zoom or Google Meets link. Keep in mind, both Basic and Premium Zoom account holders can use Klyk and any time restrictions that are set by Zoom will also apply to Klyk.
Can we use other video conferencing options through Klyk?
For now, you must hold an account with Zoom to use Klyk, or be able to create a Zoom or Google Meets link manually. If you are not an account holder, you can either create an account or insert a Zoom or Google Meets link manually into the custom field when you are creating your event. Stay tuned to future integrations!
Does Klyk integrate with any of my other accounts?
Currently you can only sign up to Klyk by creating an account or connecting your Google Account. If you sign up through Google you can still customise the profile photo you wish to use on Klyk and add a nickname. Stay tuned for further integrations.
Will emails and reminders be sent to those attending an event?
Those invited to an event will receive an email notifying them of their Klyk invitation. If you are attending an event, you will receive a reminder 24 hours prior to the event and one to let you know when it's about to start.
Can you have multiple administrators for an event?
No. Whoever creates the event is the administrator.
Can people see what other events I am going to or groups I am apart of?
No. When you are signed in to your account, you can see what events you are attending by clicking on the page 'My Events'.
I want to charge money for an event or activity I am hosting. Can I do this?
Yes! If you sign up for a group account, you will be able to add a ticket price to the any event you create under this account.
Can I cancel my account?
You sure can. Just click 'Delete Account' under settings. Be careful as you will lose all of your events and information on Klyk.
What happens if I forget my password?
When you attempt to login but you have forgotten your password, hit the text 'Forgot password?' and follow the prompts to receive an email where you can reset your password.
What are group accounts?
You can create an account for any group you belong to. This allows you to create a group account page which can be made public and discoverable. You will also be able to create events under this group account.
Can I get a refund if I change my mind about an event, or if any event is cancelled?
Yes, if you change your mind about attending an event, you are eligible for a refund up until 24 hours out from the event. You will be refunded the cost of your ticket, minus any transaction fees. After this time, you will forfeit the cost of your ticket if you change your mind. If the host cancels the event, you will be refunded the full ticket amount.
How much will I be charged if I add a ticket price to my event?
Klyk will charge a 5% processing fee when you collect your funds. There is also a regular payout charge for using Stripe, which is can be determined as $2 per month, or subject to the frequency of the payout.
I have some feedback or suggestions that I would like to share.
You can always reach out to us at any time via [email protected]
Support
Email [email protected] to create a support case.
Support Hours
Support Hours are weekdays 9am – 5pm AEST, excluding public holidays.
Priority Levels
When a support ticket is initiated with Klyk's technical support team, it will be classified according to the following Priority levels:
Priority 1- Urgent: The Service is “down,” operation of the Service is severely degraded, or there is a critical impact to the Service due to a fault with the network or other software issue. No workarounds. Examples include failures of Klyk's transmission services or software functions. Klyk will provide necessary resources around the clock to resolve this situation.
Priority 2 - High: Significant aspects of the Service are negatively affected by inadequate performance of the network or other software issues. Partial or no workarounds. Klyk will provide resources during Klyk's normal business hours to resolve the situation and additional resources outside of Klyk's normal business hours as reasonably necessary.
Priority 3 - Normal: General issues related to a feature or a set of features. Operational performance of the service is not impaired. Klyk will provide reasonable resources during Klyk's normal business hours to assist in resolving the problem or providing a workaround.
Priority 4 – Low: Informational or Feature Change Request: Customer requires information or assistance with service’s capabilities, installation or configuration and there is little to no effect on its business operations. Included are requests for information, assistance, features, alpha/beta and others. Such requests will be handled within Klyk's normal business hours.
Target Response Times
Target Response Time for a Support Case will be the time (a) commencing when Klyk receives a proper Support Case from Customer and (b) ending when customer receives notification that the Support Case has been logged.
Priority 1 - Urgent: 4 Hours
Priority 2 - High: 24 Hours
Priority 3 - Normal: 48 Hours
Priority 4 - Low: 48 Hours