Start with the maker of the thing that's broken
The fastest answer almost always comes from the company that made your device or software. If your printer won't connect, contact the printer manufacturer. If your email won't load, contact your email provider. If your phone is freezing, contact the phone maker. They built it, they know what goes wrong, and they have the tools to see what's happening on their end.
Find contact information by going to the official website — not a search result that might be a scam site. Look for a "Support" or "Help" link, usually at the bottom of the page. Most companies offer multiple ways to reach them: phone, email, live chat, or a support ticket system. Live chat is usually fastest if you're stuck right now. Phone support lets you describe the problem out loud, which often saves time.
Have these details ready before you contact them: what device or software you're using, what version it is, what you were trying to do when it broke, and what error message you saw (take a screenshot if there is one). The more specific you are, the faster they can narrow down the problem.
Key Takeaways
- Contact the company that made the device or software first — they have the most direct access to fix the problem.
- Find official support through the company's website, not through search results or ads, to avoid scam support lines.
- Have your device model, software version, and the exact error message ready before you call or chat.
- If the maker's support doesn't solve it, your internet provider or phone carrier may be able to help if the problem involves connectivity.
- For older devices or software that's no longer supported, you may need to replace it rather than repair it.
When to contact your internet or phone provider instead
If the problem is about connecting to the internet or making calls, your internet service provider (ISP) or phone carrier is the right first contact. They control the network your device connects to, and they can see whether the problem is on your end or theirs. Examples: your WiFi won't turn on, your internet is too slow, your phone has no signal, or you can't send text messages.
Find your provider's support number on your bill or on the back of your modem or router. Most providers also have live chat on their website. Tell them what device you're using, what you were trying to do, and what happened. They may ask you to restart your modem or router — this fixes many connection problems and takes about five minutes.
If restarting doesn't work, they can run a line test from their office to see if the problem is with the network itself. If it is, they'll send a technician or fix it remotely. If it's not, they'll tell you to contact the device maker.
What to do if the company is out of business or won't help
Some devices and software are old enough that the company no longer supports them. If you call and hear that support has ended, the company usually can't help you even if they wanted to. In this case, your options are limited: you can search online for workarounds other users have found, try a different version of the software, or replace the device.
Before you give up, check whether the software has moved to a new owner. Microsoft bought Skype, Google bought Waze, and many small apps were bought by larger companies. Search "[software name] acquired by" to see if someone else now owns it. If they do, contact the new owner's support instead.
If the device is still under warranty, contact the store where you bought it. They may be able to send it back to the manufacturer or replace it. If it's past warranty and the maker won't help, a repair shop that specializes in that type of device may be able to fix it for a fee.
How to avoid fake support lines and scams
Scammers create fake support websites and phone numbers that look almost identical to the real ones. They answer your call, pretend to be tech support, and either charge you money or trick you into giving them access to your computer. Always go to the official website by typing the address directly into your browser — don't click a link from a search result or an ad.
Real support from a major company will never ask you to pay upfront before they help you, and they won't ask for your password. If someone calls you claiming to be tech support, hang up and call the official number yourself. Scammers sometimes call first to trick you into thinking they're legitimate.
If you've already given a scammer access to your computer or money, contact your bank immediately and run a full antivirus scan on your device. Tell your bank what happened so they can watch for fraud on your account.
Getting help from a local repair shop
If you can't reach the maker or you prefer to talk to someone in person, a local computer or phone repair shop can often diagnose the problem. They charge a fee for the diagnosis, usually between $30 and $100, but they can tell you whether the device is worth fixing or whether you should replace it. Bring the device itself if you can, or at least bring a photo of any error messages.
Ask the shop whether they've seen this problem before and what it usually costs to fix. Some problems are cheap — a software update or a loose cable — and some are expensive enough that buying a new device makes more sense. A good repair shop will tell you honestly which situation you're in.
Check online reviews of the shop before you go. Look for complaints about high prices or problems that came back after repair. Ask whether they offer a warranty on their work — most reputable shops do.
Using online forums and communities when official support is slow
If you're waiting for official support to respond, online communities of people using the same device or software can sometimes offer faster answers. Reddit has communities for almost every device and software — search "reddit [device name]" or "reddit [software name]" to find them. Tech forums like Tom's Hardware and Stack Exchange also have active communities.
Post your problem clearly: what device or software, what version, what you were trying to do, and what happened. Include any error messages or screenshots. Other users who've had the same problem may have already found a solution. Be patient — volunteers answer in their free time, so responses may take hours or days.
Be cautious about following advice from strangers online. If someone tells you to delete system files or download something, verify that advice through official documentation first. A wrong step can make the problem worse.
What information to have ready before you contact anyone
Gathering these details before you reach out saves time and gets you an answer faster. Write them down or take screenshots so you don't forget them while you're on the phone or in a chat.
Device information: the brand and model (look on the device itself or in Settings), the operating system and version (Windows, macOS, iOS, Android, and which number), and when you bought it.
Software information: the name and version of the software that's broken, when you installed it, and whether you've updated it recently.
The problem: what you were trying to do, what happened instead, and when it started happening. Did it break suddenly or gradually? Did anything change before it broke — a new update, a new device on your network, a power outage?
Error messages: the exact text of any error message, or a screenshot of it. Don't paraphrase — copy the exact wording if you can.
What you've already tried: restarting the device, restarting the software, checking for updates, or anything else you've done. This tells support what not to suggest.
Frequently Asked Questions
What if I can't find the official support number or website?
Go to the device or software's official website by typing the name directly into your browser. Look for a "Support," "Help," or "Contact Us" link, usually at the bottom of the page. If the company is very small or the software is very old, search "[company name] support phone number" — but verify the number by calling the main company line first and asking them to transfer you.
Should I pay for tech support from a third party?
Only if the maker's support is truly unavailable and a local repair shop is your only option. Never pay for support over the phone if someone called you first — that's almost always a scam. If you're paying, use a credit card so you can dispute the charge if something goes wrong.
What if the problem is with my internet connection and my provider says it's not their fault?
Ask them to run a line test from their office. If that shows the network is working, restart your modem and router, then restart the device itself. If it still doesn't work, the problem is likely with your device or software — contact the device maker or the software company next.
Can I get support for software I downloaded for free?
Yes. Free software usually has a website with support options, a help forum, or a way to report bugs. Look for a "Help" menu inside the software itself, or visit the official website. Response times may be slower than paid software because the developers are volunteers, but support is usually there.
What if I'm not sure whether the problem is hardware or software?
Start by restarting the device completely — turn it off, wait 30 seconds, and turn it on again. If that fixes it, it was a software glitch. If it doesn't, restart the software itself. If the problem comes back, contact the software maker. If restarting everything doesn't help, contact the device maker — they can help you figure out whether it's a hardware problem.