Need help?
Here are the procedures to report an incident
or request a service from PCPACO
1
Send an email to soporte@pcpaco.com
Avoid generic messages
Phrases like “I have a problem” or “I get an error” are not enough to diagnose.
Be as detailed as possible
Include all possible information about the issue and its circumstances to avoid unnecessary exchanges.
Attach evidence
Error codes, screenshots, phone photos or other relevant details.
List everything
If you have multiple pending issues, list them so we can estimate time and resources needed.
New subject line
Don't reuse previous messages. Always write a subject line that describes the incident.
2
Is it URGENT?
Write “URGENT” in the subject line if the issue seriously affects your work
Priority
Your request will be treated with top priority
Under 4 hours
Guaranteed response during business hours
Urgent rate
The corresponding urgent service rate will apply
3
If you can't send an email, call us
955 100 330 (option 2 — SUPPORT)
Voicemail
If we can't take your call, leave a voicemail. It will reach soporte@pcpaco.com just like an email.
Important
Calling repeatedly does not add urgency to your request. Each call requires data processing that delays response time.
4
You don't need to do anything else
After reporting the incident or request, we will contact you to address your issue and provide resolution options.
We're here to help.
Thank you for trusting PCPACO!