When you need assistance from our technical team, speed matters — but speed only happens when we get the right information up front. Filling out our online support form completely helps us diagnose issues quickly and get you the parts, answers, or guidance you need without delays.
What We Need From You
To ensure we can help you on the first pass, please include:
A clear photo of the serial number sticker on your equipment
Clear, well-lit photographs and/or video of the part or area you’re requesting support for
Any order or purchase information you have available
A concise description of the issue (what’s happening, when it started, any symptoms)
All contact details requested on the form
Missing information forces us to follow up — and follow-ups slow everything down.
Submit Your Request Here
Use our official support form:
http://tinyurl.com/katoolform
Submitting your request through this form ensures it goes directly to the right technician. Submissions sent through email, social media, or other channels will not be accepted.
Why Complete Information Matters
The serial number tells us exactly which model and production run you have.
Clear photos and video allow us to identify the part immediately without asking for more angles.
Complete answers help us route your case to the appropriate specialist.
When anything is missing, your response time is greatly diminished because we must pause your case until we receive all required details.
How Fast We Respond
Once your form is submitted:
During the regular business week (M-F): We reach out within 24 hours.
Weekend submissions: Expect a response within 72 hours.
These timeframes only apply when the form is filled out completely with the required photos and details. Holidays may also delay responses.
Incomplete Submissions
If any required information is missing:
- Customers will be notified via email to provide the missing details.
- If the requested information is not submitted within 24 hours, the ticket will be closed.
Our customers are welcome to submit a new ticket at a later time once all required information is available, at which point it will be reviewed accordingly.
Tips for the Fastest Support
Take photos and video from multiple angles in good lighting.
Ensure the serial number sticker is readable.
Provide a short, clear description — enough detail to avoid guessing, not a novel.
Double-check that every field on the form is completed before submitting.
Make sure to check your spam e-mail folder for a response first before submitting another request.
Our Commitment
We’re here to get you back up and running as quickly as possible. The more accurate and complete your submission, the faster we can deliver real solutions without unnecessary back-and-forth.
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