Contact Support¶

How to get help with the FISMA Secure Document Upload System.

Clerk's Office Support¶

Eastern District of Washington¶

Primary Contact Information:

📞 Phone: (509) 458-3410 📧 Email: ecfinfo@waed.uscourts.gov 🕐 Hours: Monday-Friday, 8:00 AM - 5:00 PM Pacific Time

Closed: Federal holidays and weekends

When to Contact Support¶

Technical Issues¶

Contact support if you experience:

✓ Can't log in after trying all troubleshooting steps
✓ Account locked and need immediate unlock
✓ Upload errors that persist after troubleshooting
✓ Email notifications not being received
✓ Passkey problems that can't be resolved
✓ Session timeout issues
✓ Browser compatibility problems
✓ Error messages you don't understand

Account Issues¶

Contact support for:

✓ CM/ECF email verification problems
✓ Can't complete registration
✓ Need to update email address
✓ Forgot password and reset not working
✓ Suspect unauthorized account access
✓ Account appears disabled or deleted

Upload Issues¶

Contact support if:

✓ Upload succeeded but no confirmation received
✓ Confirmation email shows incorrect information
✓ Need to verify upload was received
✓ Uploaded wrong file and need correction
✓ File size exceeds 75MB limit
✓ Case number validation errors persist

Security Concerns¶

Contact immediately if:

⚠️ Suspect unauthorized access to your account
⚠️ Receive security alert email you didn't trigger
⚠️ Passkey registered that you didn't add
⚠️ Password changed without your knowledge
⚠️ Receive suspicious emails claiming to be from the system
⚠️ Think you clicked a phishing link

How to Contact Support¶

By Phone (Fastest)¶

Call: (509) 458-3410

Best for: - Urgent issues requiring immediate assistance - Account lockouts - Security concerns - Complex problems requiring back-and-forth discussion

Tips: - Have your registered email address ready - Note any error messages or reference IDs - Be prepared to describe what you tried already - Call during business hours for immediate assistance

By Email¶

Send to: ecfinfo@waed.uscourts.gov

Best for: - Non-urgent issues - Problems that require screenshots or documentation - Detailed technical descriptions - Following up on previous phone calls

Tips: - Use clear, descriptive subject line - Include all relevant information (see below) - Attach screenshots if helpful - Response typically within 1 business day

Information to Provide¶

When contacting support, include:

Always Provide¶

✓ Your name
✓ Your registered email address (CM/ECF email)
✓ Description of the problem
✓ When the problem started

Browser name and version
Operating system
Error message (exact wording or screenshot)
Whether password reset was attempted
Whether you received any email notifications

For Upload Issues¶

Case number you tried to use
File name and size
Error message received
Upload reference ID (if you have one)
Time of upload attempt
Whether confirmation email was received

For Passkey Issues¶

Device type (iPhone, Windows laptop, etc.)
Browser being used
Type of authenticator (Touch ID, Windows Hello, YubiKey)
Exact error message or behavior
Whether password login works

For Email Issues¶

Which type of email you're expecting
When you requested/triggered the email
Whether you checked spam/junk folder
Your email provider (Gmail, Outlook, etc.)

For Security Concerns¶

Description of suspicious activity
Timestamps of events
Any security alert emails received
Changes noticed to your account
Whether you can still access your account

Screenshots and Documentation¶

Taking Useful Screenshots¶

For Error Messages: - Capture entire browser window - Include URL bar (to show you're on correct site) - Show full error message - Include timestamp if visible

For Upload Issues: - Screenshot of upload form - Screenshot of error message - Screenshot of confirmation (or lack thereof)

How to Take Screenshots: - Windows: Windows Key + Shift + S - Mac: Cmd + Shift + 4 - Browser: F12 > Screenshot button (in dev tools)

Attaching to Email¶

Save screenshots as PNG or JPG
Use descriptive filenames (e.g., "upload-error-2025-11-30.png")
Keep file sizes reasonable (under 5MB each)
Attach to support email

⚠️ Important: Redact any sensitive case information from screenshots before sending.

Response Times¶

Expected Response¶

Phone Support: - Immediate during business hours - Voicemail after hours (returned next business day)

Email Support: - Initial response within 1 business day - Resolution time depends on complexity - You'll receive updates if issue requires escalation

After Hours / Emergencies¶

For emergencies outside business hours: - System is operational 24/7 for uploads - Technical support available Monday-Friday only - Critical security issues: Leave voicemail with details - Non-critical issues: Send email, will be addressed next business day

Filing Deadlines: - Plan uploads well before deadlines - Don't wait until last minute - Support may not be available at midnight - Contact Clerk's Office in advance if anticipating issues

Escalation¶

If Your Issue Isn't Resolved¶

If support has not resolved your issue:

Follow up - Send email or call back
Reference prior contact - Mention previous ticket/call
Request escalation - Ask to speak with supervisor
Document everything - Keep copies of all correspondence

Alternative Filing Methods¶

If system issues prevent upload:

Ask Clerk's Office about alternative filing methods
May be able to use traditional ECF for sealed documents
Clerk may accept hand delivery in urgent situations
Document all attempts to use the system

Self-Service Resources¶

Before Contacting Support¶

Try these resources first:

📖 User Guide: Main page ❓ Troubleshooting: Common issues 🔐 Login Help: Login issues 📤 Upload Help: Upload errors 🔑 Passkey Help: Passkey issues

System Status¶

Check if there's a known issue: - Call Clerk's Office for status updates - Check court website for service announcements - May be planned maintenance or outage

Other Court Contacts¶

CM/ECF Registration Issues¶

For problems with your CM/ECF attorney registration:

Contact: Admissions Office Info: https://www.waed.uscourts.gov/attorney-admissions

Filing Questions (Not Technical)¶

For questions about: - What documents to file - Filing requirements - Local rules - Case-specific questions

Contact: Clerk's Office main line Phone: (509) 458-3410

Feedback and Suggestions¶

Have Ideas for Improvement?¶

We welcome feedback on the Document Upload System:

Send to: ecfinfo@waed.uscourts.gov Subject: "Document Upload System Feedback"

Types of feedback welcome: - Feature requests - Usability suggestions - Documentation improvements - Bug reports - Success stories

Privacy and Confidentiality¶

Support Call/Email Privacy¶

Support staff are court employees
Bound by court confidentiality rules
Will not disclose your contact or case information
Communication is part of court record

Discussing Case Details¶

You may need to reference case numbers for upload issues
Don't include sensitive case details in email if possible
Phone calls may be more appropriate for sensitive matters
Support staff have access to court systems as needed

Support Hours Reference¶

Regular Hours: - Monday - Friday: 8:00 AM - 5:00 PM Pacific Time - Closed: Weekends and federal holidays

Federal Holidays (Closed): - New Year's Day - Martin Luther King Jr. Day - Presidents' Day - Memorial Day - Juneteenth - Independence Day - Labor Day - Columbus Day - Veterans Day - Thanksgiving Day - Christmas Day

Best Times to Call: - Mid-morning (9:00-11:00 AM) - Mid-afternoon (2:00-4:00 PM) - Avoid: Lunch time (12:00-1:00 PM), end of day (4:30-5:00 PM)

Common Issues - Troubleshooting all problems
Login Issues - Login troubleshooting
Upload Errors - Upload troubleshooting
Passkey Issues - Passkey troubleshooting
Email Notifications - Expected emails