How to best submit a support ticket.

How to best submit a support ticket.

Once the Hatch Embroidery Software is installed, you are able to submit a support ticket from your Windows Start menu. Scroll down to Hatch Embroidery and expand. You will see “Report an Issue”. This is the same for both Hatch 2 and Hatch 3.




You will complete a form with the following information:

  1. Your email address
  2. Summary of the issue
  3. More detailed description of issue
  4. Upload files such as EMB, machine file, or screen shot of any message you think is relevant.

If you have already started a Support Ticket and we request a system report, make sure to add your ticket number to the Summary line (#2).





This can take several minutes to process the report. It may look like it’s not doing anything but give it several minutes if needed. When you see the “Done” button activated, you will know it has been sent.  There is no message that will pop up. 



This will create a support ticket. It will also send a software system report, Hatch log files and more to Hatch Support. This will help us provide you with the support you need.

Once you submit a report you will receive a copy of the message Support received. Always check your SPAM folder as some email providers will flag automated messages as SPAM.

You will receive a ticket number. It is important to reference this number if you submit a new ticket or reference your ticket on Facebook.  This will help us connect your existing ticket with any further messages.

Hatch Support will then have an opportunity to review everything and be able to provide you with further information.