Clients, and anyone who wants to work with Artefact
Contact and support
Where to send a support request or a new enquiry, no sign-in needed, and why your client ID gets you a faster answer.
You don't need to sign in to reach us. Pick the form that matches what you need. A person reads every message and replies by email, usually on the same business day.
| You want to | Use | It goes to |
|---|---|---|
| Report something broken, get someone access, or change work we already run for you | Get support | Our support desk |
| Brief new work as an existing client | Request work | Your client desk |
| Ask about working with us, or send a brief if you're new | Send an enquiry | Our enquiries desk |
| Brief a specific service (advertising, branding, CrowdSense, SceneSync and more) | Start a project | Our enquiries desk, with a reference number by email |
If you'd rather email, support@artefactgroup.au is for support and experience@artefactgroup.au is for everything else. The older @artgrp.au addresses still work. They reach the same people.
Your client ID
If you're an Artefact client, you have a client ID. It looks like AF-BH3Z4H: AF- followed by six letters or numbers. It's shown on your client desk.
Put it in the client ID box on the forms, and in any email you send us. When a support request sent through the support form carries your client ID, it's filed against your account as soon as it arrives, so the person who picks it up can go straight to your work. Without it, somebody has to work out who you are first.
A few things worth knowing:
- It isn't a password. It tells us which account a message is about.
It doesn't sign you in or show you anything, so it's fine to put in an email.
- It has no vowels. That's so it can't be misread. If you see what
looks like an O, it's a zero. The forms check the format and tell you if something doesn't match.
- Not sure what yours is? Leave the box blank. Your message still
reaches us. It just takes a little longer to match up.
What we store in your browser
The forms on this site don't use tracking or advertising cookies.
The first time you open one, we ask whether to remember your client ID. If you say yes, the ID is saved in this browser's local storage after you send a form with it, and filled in for you next time. It never leaves your device except as part of a form you choose to send. If you say no, we store only that answer, so we don't ask again on every page.
The Start a project forms also use Google reCAPTCHA to keep out spam. It runs in the background, and Google may set its own cookie to do that (Google's privacy policy). The support and enquiry forms don't load it.
Changed your mind? Use Forget it under the client ID box, or Cookie settings at the bottom of any form. On a shared computer, choose No thanks.
What happens after you send
You won't get an automatic receipt, so don't wait for one. Your message is with the team the moment the form says it's sent. We reply from the desk it went to, so a reply to that email reaches the right people.
If something is urgent, or you think a message didn't arrive, email the desk directly and put your client ID in the message.