vCreative 911/Emergency Procedures

If you are experiencing a critical emergency situation in a vCreative product outside normal business hours, here is what you should do.

Is vCreative unreachable for multiple users?
Are you unable to access standard vCreative support channels? (chat or call)
Have you completed the following required pre-checks to rule out local issues?

Internet Connectivity
- Confirm your internet connection is working by opening multiple, unrelated websites (e.g. www.google.com or www.bbc.com).
- If unrelated websites load as expected, proceed to the next step.
Server Access Checks
- Check with coworkers or team members to determine if they are also unable to access their vCreative account.
- Attempt to access vCreative from a different internet provider, such as:
  - A mobile hotspot (cellular connection)
  - A network outside your company firewall (e.g., home Wi-Fi or public connection)
- Attempt to access vCreative through a different browser (Microsoft Edge or Firefox).
- Verify your browser is using the current/up to date version
- Verify this behavior remains when using an incognito tab (incognito tabs do not contain stored browsing history, cookies or other site data). You can open an incognito tab by clicking on your browser’s settings - either dots or 3 lines in the top upper right corner - and choosing the option for opening a private/incognito window.
- If vCreative remains inaccessible across users and network types and these checks, proceed to send a 911 email.

If all checks confirm a potential system-wide outage:

Create an email with the subject line:

URGENT: vCreative Server Unreachable - [Your Company Name]
Include the following in the body of the email:
- Your full name
- Company name and market
- Time and date the problem was first observed
- Confirmation of your internet connectivity check
- Confirmation that others are also affected
- Confirmation that an alternate connections (e.g. mobile hotspot) was tested
- Any error messages or unusual behavior encountered
Send your message to the designated vCreative 911 email address

Do not use the 911 email for login issue, isolated user problems, or non-urgent concerns.
- If your login attempt resulted with an invalid credentials warning, use the password reset tool to update your password. The (forgot your password?) link on the login page.
- If you do not receive the password reset email, please 1. check your spam folder and 2. check any previous vCreative email notifications to confirm you are logging in with the appropriate, registered email address for your vCreative account.
Abuse of the 911 contact method may delay responses for genuine emergencies.
Always attempt to contact standard support first unless this is a confirmed, urgent outage impacting multiple users.