Support
Need a hand?
Can't sign in, see a screen misbehaving, or want to request a change to your PureDigi setup? Pick the channel below that matches what you're after — we'll come back to you as quickly as we can.
Email support
Best for account questions, bug reports, and change requests. Include your site and screen names if you can.
support@puredigi.co.ukPhone
For urgent issues affecting a live site — blank screens, offline devices, or schedules stuck on the wrong content.
+44 (0) 1234 567 890System status
Before reporting an outage, check whether the API itself is up — the status page polls live health every few seconds.
View system status →FAQs
Quick answers to the things we get asked most often. Scroll down to the section below.
Jump to FAQs ↓Frequently asked
I can't sign in — what do I do?
First, check the
system status
page. If the API is reported as up but sign-in still fails,
double-check your email address and password — passwords
are case-sensitive. If that doesn't help, email
support@puredigi.co.uk
from the address on your account and we'll reset access.
A screen is showing the wrong content.
Open that screen from the portal and look at the device sync
badge. "Rolling out change" means a new schedule is on its way
— give it up to two minutes. "Drift" or "Mismatch" means
the device hasn't picked up the latest schedule. Try the screen
page's restart button; if that doesn't clear it, get in touch.
A screen is blank or on the idle page.
An idle page means the device has no active schedule for the
current time-of-day — open the screen, check which
schedules are assigned and whether any have dayparting rules
that exclude right now. If the idle page is red, content
delivery has failed and we need to look at it together.
How do I add a new screen or site?
New sites are provisioned centrally — email us with the
site name and we'll set it up. Adding a new screen to an
existing site is self-service from the portal: open the site,
click "Add screen", and follow the device pairing flow.
What file types and sizes can I upload?
Images (JPG, PNG, WebP) and video (MP4). Individual files can
be up to 500 MB. For best results, size media to the
resolution of the screen it will play on — uploading a
4K video for a 1080p display just wastes bandwidth on every
device sync.