To provide the best possible support to your customers, it is crucial that your technical team is familiar with key procedures and knows where to find important resources from MUTOH Europe. Below is a structured overview of essential topics and tools.
1. Reporting Technical Issues to MUTOH Europe
MUTOH Europe uses a ticketing system to manage technical support requests. This ensures structured communication and easy tracking of issues.
- How to Access the System: Your team members must receive an activation email to be added as users. Click the link in the email to complete registration. Requests to receive an activation mail can be sent to hardware.support@mutoh.eu.
- Resources:
2. Knowledge Base & Technical Articles
Our support portal includes a “Solutions” section with valuable resources such as:
- Firmware updates
- Installation and operation manuals
- Maintenance guides
- Technical bulletins
- Tips & tricks
- “How-to” articles
Training Section: This is particularly useful for new customers and includes videos and documents covering essential hardware and application topics.
3. Printer Activation
Activating the printer is typically the first step in installation. It is essential to register the printer using the end-user’s credentials to ensure full warranty coverage.
Guide: How to Activate a MUTOH Printer
4. MUTOH Club Platforms
MUTOH Japan provides global support via two MUTOH Club platforms:
a. MUTOH Club for General Users
- Accessible to all MUTOH owners after printer registration.
- Website: https://club.mutoh.co.jp/mutoh/guser
b. MUTOH Club for Dealers (Certified Technical Staff Only)
- This is a dedicated platform for authorized dealers.
- Company registration must be completed once by the technical manager.
- Once registered, technicians can be invited by the Administrator of the company and will receive activation emails.
- MSA software is only available on this platform.
- VerteLith "Dealer & Maintenance" versions are available for download here. Registrations of Vertelith D&M versions must be performed with such a Mutoh Club account.
- Dealer Portal: https://club.mutoh.co.jp/mutoh/user/
Additional Resources:
5. MUTOH Europe Website & MyMutoh Account
MUTOH Europe’s regional website is available in six European languages. As a partner, you have access to a MyMutoh account, granting entry to all relevant support areas.
Common URL's in a compact view:
Ticketing & Support
-
Video (Ticketing System & Reporting Issues):
/support/solutions/14000098158
Knowledge Base
-
Printer Activation Guide:
/support/solutions/14000098158
MUTOH Club
-
General (End) User Portal:
https://club.mutoh.co.jp/mutoh/guser -
Dealer Portal (Certified Technicians):
https://club.mutoh.co.jp/mutoh/user/ -
Dealer Admin Registration Guide:
/support/solutions/14000098158 -
Dealer Technician Registration Guide:
/support/solutions/14000098158