CSOS Setup Guide | Need help?

Visit the FAQ Section Updated Apr 2023

Day 1
Setup Guide
Customer Service Operating System

Amazon Confidential
CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Welcome to your Day 1 at Amazon!

This guide walks you through setting up the Customer Service Operating System (CSOS) device on your first day,
or what is known as Day 1 at Amazon. To avoid technical issues, it’s important to follow these steps in the exact
order in which they are listed. Each section contains a video showing and explaining the steps completed, as
well as step-by-step written instructions accompanied by photos.

1. Join Your Day 1 Call/Meeting

This section explains what you’ll do at the beginning of your first day.

2. Set-up the CSOS Device

This section explains how to assemble the CSOS device.

3. Security Key Registration

Security is very important at Amazon. To access most tools, you will need to use a security key
registered to your username. This section takes you through the process of registering your
security key, and creating a security key PIN.

4. Setting Your Password

To sign into your CSOS device and access some tools, you will need an Amazon password. This section takes you
through the process of setting your password.

5. Signing into the CSOS Device

Signing into your device is something you will need to do at the beginning of every shift. This
section takes you through the steps that you will follow to sign in at the beginning of each work
day.

6. Amazon Chime and Microsoft Outlook

In this section, you will find instructions on how to sign into Amazon Chime and Microsoft Outlook.

7. FAQs
In this section, you will find answers to some of the most frequently asked questions during setup
and from new CSOS users. Please visit this section if you run into any problems before contacting
IT Support.

Important: Hiring Managers, trainers, and other members of leadership will find these
instructions within the CS Leadership Support Dashboard. Customer Service Associates can
locate FAQs and Quicklinks in the CS Associate Support Dashboard.

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CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Step 1: Join the Scheduled Day 1 Conference Call/Meeting

On Day 1, expect to receive two emails. One email will contain your assigned Amazon username (loginID), with in-
structions to join a scheduled conference call with your trainer and onboarding class. During this call, the trainer
will go through the set-up process as a class. Please do not set-up before Day 1 or work ahead of the onboard-
ing class. The second email will contain a temporary PIN needed to register the security keys and create a PIN.

Follow the steps below to join the Day 1 call:

1. Locate both emails within the inbox of the personal email address on file for you
with Amazon.
2. Follow the instructions in the first email to join the conference call.
3. Save the second email with the subject line, “Here’s your temporary PIN.” This will be
required during set-up.

Take Note!
Two types passwords are used at Amazon to keep data secure.
When the security keys have been registered, a PIN will need to be created. Further into the setup process, an
Amazon Password will also be created. Please note the PIN and password differ from each other and are used
at different steps in the sign-in process. It will be necessary to alternate between the PIN and password to
access specific tools, so it’s extremely important to understand the difference and become familiar with these
terms.

Security Key PIN

The security key PIN is used interchangably with the terms PIN and Security key password. You were sent an email
containing a Temporary PIN that will allow access to the security key portal. The security key portal is where the
keys are registered and a unique 8 character PIN will be created. Once you have created a PIN, it will not expire or
change unless you access the security key portal and change it.

Amazon Password
The Amazon password is often referred to as your password. Your password will expire every 365 days. When
creating a password, it’s best to make it different than your PIN.

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CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Step 2: CSOS Device Setup

This section provides instruction on how to assemble the Customer Service Operating System (CSOS) device.
After completing the steps in this section, the device will be ready to turn on and begin Day 1.

Watch an instructional video on how to setup your CSOS device

Equipment Checklist:
• Monitor Stand (2 pieces)
• Power Cord
• Monitor
• CPU
• Ethernet Cable
• Keyboard
• Mouse
• Headset
• Security Key(s)
• Select regions may also receive a UPS device
UPS devices will be received after the CSOS shipment. Refer
to leadership for availabilty and expected arrival time.

Figure 1: Monitor stand arm, base and, power cord.

Figure 2: Monitor Figure 3: CPU, Ethernet, Keyboard, Mouse, Headset,

and Security key.

Note: Equipment will be delivered in 3 seperate packages. If extra equipment is received, set it aside.
The additional equipment will not be required for set-up, and should be returned at the end of your assign-
ment with Amazon. UPS devices will be received after the CSOS device. For more information regarding avail-
ablity and expected arrival reach out to leadership.

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CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Follow these steps to assemble your CSOS device:

Assemble the monitor stand
A. Remove both pieces of the monitor stand from the box.

B. Align the holes in the monitor stand arm with the pegs from the monitor stand.

C. Tighten the screw on the bottom of the monitor base to securely attach the monitor stand’s arm
to the base. Keep tightening until it doesn’t twist anymore.

Figure 4: Stand arm Figure 5: Connect stand arm to stand base. Figure 6: Tighten screw to secure
connection holes. the arm to the base.

Connect the monitor stand to the monitor

A. Leave the monitor face down in the box.

B. With the Lenovo logo appearing in the top left corner, insert the two forks on the monitor into
the slots on the montor.

C. Push down and the monitor stand will click into place.

D. Place the monitor on your desk/ workstation.

Figure 7: Push down on stand arm to connect monitor to

stand.

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CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Seat the CPU into the cradle

A. Remove the flat plastic panel cover from the front of the CPU cradle on the back side of the monitor.

B. On the oppisite side of the cradle opening, press the red button to release the vent cover and lift it
open.

C. With the logo facing out and the Power button at the top, quickly and firmly push the CPU into the
system cradle. Make sure the CPU is flush with the cradle when seated.

D. Tighten down both screws on the CPU (one is at the top and one is at the bottom) to secure the CPU
firmly in place. (as shown in figure 11)

Figure 8: Press the red button to release vent cover and lift.

Figure 9: Quickly and firmly push the CPU into the system cradle.

Figure 10: Make sure the CPU is flush in the cradle. Figure 11: Tighten down both screws to secure CPU
in place.

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CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Connect the Peripherals

What are Peripherals?

Peripherals are the input/output devices used with any CSOS device or personal computer. The peripherals commonly used
with the CSOS are a keyboard, mouse, headset and Ethernet cable. Use of personal peripherals is allowed.
NOTE: If personal peripherals are used they MUST be wired with USB connection, and Amazon Technical support will
not be able to support your personal peripherals.

A. Insert one end of the Ethernet cable into the Ethernet port on the CPU and the other end directly into your
modem or router.

B. Insert the USB end of the keyboard and mouse into an avaialble USB port on the back of the CPU.

C. Once all your cables have been plugged in, close the vent cover over the cables.

D. Insert the USB end of your headset into a USB port on the front of the CPU.

E. If your security key has a cover, please remove it.

F. Insert the security key into the USB port on the bottom of the monitor. (located at the side of the speaker on
the bottom)

G. Insert the 90w power cable into the back of the monitor and plug it into a surge protector/ power strip.

Figure 12: Connect the Ethernet Cable Figure 13: Plug in your Peripherials into avail- Figure 14: Plug in your Security key into the
into the port. able USB slots. USB port on the monitor.

Having Trouble?
If you see an error message stating there is insufficent power, ensure the power cable being used is the 90w power
cable NOT the 65w cable. This power cable came in the same box as the monitor.

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CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Step 3: Security Key Registration

This section guides you through registering your security key. Your security key will give you access to the VPN and
tools that house sensitive data at Amazon. During the registration process, you will create a security key PIN. You
are NOT ALLOWED to write down this PIN. So make it something easy to remember.

Click the image below to watch an instructional video on registering your security key.

Follow the steps below to register your USB security key:

Start up the CSOS and locate your Temp PIN
A. Press the power button to turn on the CSOS device. The CSOS device may require an update upon initial boot-up

B. Complete day 1 setup and select complete.

C. Select Get Started

D. Select Ethernet to connect to your network. Wait for the CSOS to complete connection.

Tip: WiFi is not allowed unless your region or department has been given an exemption. This information would be
provided in your telecommuting agreement or work from home agreement. Satellite connection is NEVER allowed.

E. Select Reset your password.

F. Locate the email that contains your temporary PIN. The subject line of the email is “Here’s your
temporary PIN”

G. Select the blue Chromium icon in the task bar to open the web browser.

Figure 15: Press the power button to

turn on the CSOS device

Figure 16: Select Get Started Figure 17: Select Reset your password

Figure 18: Sample email subject line for temporary PIN

Having Trouble?
If unable to locate the email containing the temporary PIN, look for the email with the subject line “Here’s
your temporary PIN.” If it has been longer than 4 hours since receipt of the email, or if unable to locate,
ask the manager to send a new temp PIN.

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CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Sign-in to the security key dashboard

When the Midway portal is loaded, you will be prompted to “Sign in with Midway”. Follow the prompts be-
low to sign in on Day 1.

A. In the Amazon username box, type the username that was provided in the Day 1 email.

B. In the password box, type the temporary PIN that was included in your second email. This temporary PIN
is case sensitive.

C. Select Sign In. A welcome page will appear.

Welcome Amazonian!
To register or manager your security keys, visit the security key registration portal

Figure 20: Sample of personalized Welcome page.

Figure 19: Enter your credentials to sign

in with Midway.

D. Select Security Key Registration Portal (If the page does not load, follow the steps below to manually open the portal)

I. Leave this tab open in the browser and select the plus sign to add an additional tab in the browser win-
dow.

II. In the new tab’s address bar enter https://midway.amazon.com

Figure 21: Type the full url into the browser web address bar

Having Trouble?
If you see an error message stating the site is blocked try again and include the full URL.
If the https:// is not included in the URL the site will not load.

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Register your security key

When the Security key dashboard loads, you will see a message that reads “Welcome to security key dash-
board- Amazon Enterprise Access” To begin registering your key(s), follow the steps below:

A. Select Register Security Key

B. Select Begin Registration

C. Select the type of USB security key that matches what you received ( Zukey or FIDO2)

D. Insert the Security key into the USB port on the side of the speaker at the bottom of the monitor (as
shown above in Figure 14)

E. When prompted, press the security key with your finger.

To press the security key, lightly place your finger on the flat end of the USB and hold it for 3-5 seconds on a Zukey. If using a
FIDO2 key touch and hold the copper portion for 3-5 seconds.

F. A notification will appear, Select OK to continue

Figure 22: Select Register Security Key. Figure 23: Select Begin registration.

Figure 25: Touch and hold your finger on the flat side of the security key to
generate an OTP.

Figure 24: Select your Security Key

Figure 26: Select OK.

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Create your personalized Security key PIN

In order to complete registration of the Security key, a personal PIN will need to be created. This PIN should be
something you can easily remember.

A. Choose a security key PIN and enter it into the box. For security purposes DO NOT write down this PIN.
Create a PIN that is easily remembered and complies with the minimum 8 characters.

B. Confirm the security key PIN in the second box and select Continue.

C. When prompted, press the security key by lightly touching your finger to the flat edge of the security
key.

D. A small pop-up window will ask you to allow midway.amazon.com to see the make and model of the
security key in use. Select Allow.

F. Upon a successful registration, a green message will appear. The message will indicate the key has been
registered and it may take 1 hour to work on all Amazon tools.

Figure 27: Create your PIN (8 character min.) Figure 28: Confirm your PIN (PIN’s must match)

Figure 29: Touch and hold the security key Figure 30: Select Allow

Figure 31: Success message displayed

Having Trouble?
The security key PIN will be used often and cannot be written down. To help with remembering, stay closer to
the minimum length of 8 characters. When creating the PIN, you can use letters and numbers in upper and/or
lower case. You can choose to use both, but the PIN is case sensitive. If using both cases, it can be hard to remem-
ber. Try using only upper or lower case instead of both. Another way to prevent login failure is to avoid special
characters like ! or * in your PIN.

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CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Step 4: Create an Amazon Password

This section provides instruction on creating an Amazon Password for use when signing into the
CSOS devices and other tools. For security purposes, passwords are not allowed to be written down.
Be sure to create a password that is safe, yet easy to remember.

Watch a video on how to create your Amazon Password.

Creating a new password- Connect to VPN

A. Select the time (clock) in the bottom right corner

B. On the menu, select VPN Off

C. Select a VPN Server (recommended server Automatic Selection)

D. In the dropdown menu, select orca-CSOS

E. Enter your username, all lowercase

F. In the password box, enter the security key PIN you created in the previous section. Do not select Submit. Immediately
after the PIN, press and hold your security key for 3-5 seconds. A one-time password will be generated behind the PIN,
and automatically submit.

G. Once successfully logged in, you will see a message that states “policies have been applied to your session.” It may ap-
pear to be an error message, but this only appears when VPN connection is successful.

H. Select Close

Figure 32: Select

the time (clock)
username

Figure 33: Select Figure 34: Select a VPN server Figure 35: Select orca-CSOS Figure 36: Enter your username
VPN off

username

security key PIN + touch security key

Figure 37: Enter security key PIN and Figure 38: Success message displayed
touch security key 3-5 seconds

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CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Creating a new password- The password tool

A. Select the plus sign to add a new tab to your browser.

B. In the web address bar, type https://password-v2.corp.amazon.com/selfReset

TIP: If you receive a message that the site is blocked, ensure you have typed the full address including the https://

C. To begin, review the password requirements in the center of the page.

D. Box one enter the assigned username

E. Box two, enter your new password

F. Box three, re-enter your new password to confirm it

G. Box four, enter your security key PIN and touch and hold your security key 3-5 seconds. The form
will automatically submit.

Hint: Use the same security key PIN used to connect to VPN.

H. When password has been successfully reset, a message at the top of the page. The message will
appear at the top of the page stating “password has been successfully reset”. If a red banner appears,
review the error message. Correct any errors and retry with PIN and security key.

I. Now that the password has been set, exit the restricted profile (lockdown mode) and sign into the
CSOS device normally. To exit the restricted profile, select the time (clock) to open the menu.

J. Select Sign out

Congratulations, you’ve created both the required password and PIN to begin logging into your
CSOS device. Continue with the remaining steps to walk through the CSOS login process.

Figure 39: Type https://password-v2.corp.amazon.com/selfReset

Figure 41: Password change success message

Figure 40: Complete password change Figure 42: Select Sign Out
form

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CSOS Setup Guide | Need help? Visit the FAQ Section Updated Apr 2023

Step 5: Signing into the CSOS

This section provides insight on daily steps needed to sign into the CSOS device at the beginning of each day.
The same process will be used at the beginning of each shift to log into your CSOS device. After each shift the
CSOS device should be shut down completely to ensure peak performance.
Sign into your CSOS device
A. Select the Region (North America, Europe, or Far East)
Tip: If unsure of which region to select, please ask your trainer or manager for guidance.

B. Enter your assigned username, then select Next

Tip: If prompted to enter a company name, leave this box blank.

C. Enter Amazon password, then select Login

D. A desktop, browser window and pop-up windows for other tools will appear. Do not close these win-
dows. Leave the pop-up windows open for use later in the sign-in process.
Connect To VPN
A. Select the time (clock) in the bottom right corner

B. On the menu, select VPN Off

C. Select a VPN Server (Recommended server Automatic Selection)

D. In the dropdown menu, select orca-CSOS

E. Enter your username, all lowercase

F. In the password box, enter the security key PIN you created in the previous section. Do not select Submit.
Immediately after the PIN, press and hold your security key for 3-5 seconds. A one-time password will be
generated behind the PIN, and automatically submit.

G. Once you have successfully logged in, you will see a message that states policies have been applied to
your session. It may appear to be an error message, but this only appears when VPN connection is successful.

Figure 43: Select

VPN off
username

Figure 44: Select Figure 45: Select a VPN Figure 46: Select orca-CSOS Figure 47: Enter your username
VPN off

username

security key PIN + touch security key

Figure 49: Success message displayed

Figure 48: Enter security key

PIN and touch security key 3-5

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Step 6: Sign into Single Sign On

This section will instruct on how to connect to Single Sign On. Single Sign On is a tool that enables
second factor authentication on the CSOS device. Various tools Amazonians use require Single Sign On
to be connected.

A. On the Single Sign On welcome window, select Next

B. Select the check box to acknowledge you are VPN connected, then select Next

C. Enter your assigned username (without @amazon.com)

D. Enter your Amazon password

E. Select Submit

F. Upon successful login, a green banner will appear that reads “Single Sign On feature is ready for use
now!”. You can now close out the Single Sign On window.

Congratulations, you’ve successfully completed the required authentications to open and connect to
your tools. Continue the next steps to connect to Amazon Chime and Microsoft Outlook.

Figure 50: Select Next. Figure 51: Select the check box, Figure 52: Enter your assigned
then select Next. username.

Figure 53: Enter your Amazon Figure 54: Green success banner.
password, then select Submit.

Having Trouble?
When entering your username do not add @amazon.com behind your username. Make sure to use your Amazon
Password NOT your Security PIN. Single sign on keeps spinning? Double check that you’ve connected to VPN prior to
Single Sign On.

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Step 7: Sign into Amazon Chime

A. Select the plus sign to add a new tab to the web browser.
Tip: If the browser window has been closed, it can be relaunched by clicking the Chromium icon on the taskbar.

B. Type https://app.chime.aws into the web address bar in your open browser window.

C. Enter your email address (your assigned username@amazon.com)

D. A Midway prompt will appear, enter your assigned username only.

F. Select Sign in

E. Enter your Security key PIN and select Submit

G. When prompted touch and hold the flat side of your security key for 3-5 seconds. The prompt will auto
submit.

H. For more information on Amazon Chime, you can visit our VOTS Chime on CSOS wiki page.

Figure 55: Enter your Amazon Figure 56: Enter your Security Key Figure 57: Touch and hold
Email. PIN. your security key for 3-5
seconds.
Sign into Microsoft Outlook
DO NOT use the Outlook application from the CSOS task bar. Instead the browser version will be used.

A. Select the plus sign on your browser to add a new tab.

B. Type https://ballard.amazon.com into web address bar.

C. A security message will appear. Please review the message.

D. Select Enter

F. A prompt to authenticate will pop-up. Enter your username and Amazon password (Do not use your
Security Key PIN) then select Sign in

G. Select your time zone.

Figure 58: Review the security message and Figure 59: Enter your username and Amazon
select Enter. Password then select Sign in.

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Frequently Asked Questions

When I turn on the CSOS device, it says “power saving mode.” How do I resolve this?

Power saving mode is normal and the device will display this when it is booting up. The power saving mode
message will flash on the screen before the CPU turns on. If this message is displayed for 2 or more minutes,
reseat the CPU into the cradle on the back of the monitor. To reseat the CPU, remove the CPU from the cradle,
then quickly and firmly slide the CPU back into the cradle, ensuring that it is pushed all the way in and retighten
the screws.
Revisit CSOS Setup: Seat the CPU

When I turn on the CSOS device, it says “press ALT+P to power on the computer.” How do I resolve this?

Do not press ALT + P. Reseat the CPU into the cradle on the back of the monitor. To reseat the CPU, remove the
CPU from the cradle, then quickly and firmly slide the CPU back into the cradle, ensuring that it is pushed all the
way in and retighten the screws.

Revisit CSOS Setup: Seat the CPU

The CSOS device is stuck checking for updates, how do I resolve this?

Give the CSOS device enough time to check for and install any updates. This takes approximately 5-10 minutes.
If it has been longer than 10 minutes, power-cycle the internet modem. To power-cycle the internet modem,
unplug the modem from the wall (ensure that all lights go off on the modem), wait 2 full minutes, then plug the
modem back in. It will take a few minutes for the internet to reconnect. The CSOS device is a web-based oper-
ating system, so everything is downloaded from the cloud. Any network issues will cause the updates to fail or
take longer to install.

The CSOS device is slow, is this normal?

The CSOS device is a web-based operating system, so everything is downloaded from the cloud. Any network
issues with speed, latency, packet loss, and jitter will cause the device to run slowly. In these instances, perform
a network power-cycle to reset the internet connection. To power-cycle the internet modem, unplug the modem
from the wall (ensure that all lights go off on the modem), wait 2 full minutes, then plug the modem back in. It
will take a few minutes for your internet to reconnect.

When I select a region, nothing happens. How do I get past the Customer Service region screen?

This is a common issue with an easy workaround. On the region screen, use the tab key until the desired re-
gion is highlighted, then press the enter key. On the next page, use the tab key again until the username box is
highlighted, then press enter. When prompted for your password, use the tab key again until the password box
is highlighted, then press enter.

My temporary PIN isn’t working, I can’t find my temporary PIN, or my temporary PIN is expired. How do I
resolve this?

Reach out to the manager/trainer. They can send out a new temporary PIN.

Why am I not receiving the email that contains my temporary PIN?

This email is sent to the personal email that is on file with Amazon. It cannot be sent to any other email address.
If you have not received the email, you’ll need to contact HR/ERC (Employee Resource Center) to update the
personal email address in the system.

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Why can’t I sign into the VPN?

You shouldn’t have issues connecting to the VPN, however, there are error messages specific to the VPN. To learn more,
find the error message you are receiving in the list below.

Certificate Validation Failure

This is normal. This error message will display until the group setting is changed to orca- CSOS.

Failed to Load Preferences

This is normal. When this error message appears, close the popup window, and continue connecting to the VPN.

Login Denied
This usually means VPN permissions are missing. Reach out to the trainer/manager to verify your account permissions.

Login Failed
This signifies the login credentials are being entered incorrectly. First, make sure the orca-CSOS group have been select-
ed. Next, in the username box, type in the correct username being certain to use all lowercase characters with no spaces
before or after. In the password box, type in the security key PIN. This is the PIN that you created when registering the se-
curity key(s). The PIN is case sensitive. If there are letters in the PIN, enter capital and lowercase letters where appropriate.
Immediately after typing in the PIN, press your finger on the security key until a one-time password is generated. Do not
select the submit button at any point during the VPN connection process.

No Matching Certificate Found

This usually means the VPN server was double selected when selecting the city. Close out all Cisco AnyConnect windows
and retrace the steps to connect to the VPN. Make sure to single-select (select one-time) for each step of the process.

Unknown Network Error or Network Connection Error

Close out all Cisco AnyConnect boxes and connect to the VPN again. If the issue persists, do a network power-cycle, and
reboot the CSOS device. To power-cycle the internet modem and reboot, unplug the modem from the wall (ensure that all
lights go off on the modem), turn off the CSOS device, wait 2 full minutes, then plug the modem back in. It will take a few
minutes for the internet to reconnect. After the internet connection is back up, turn on the device, and follow the daily
sign-in process again.

How do I contact technical support?

Technical support is offered in French, English, German, Italian, Portuguese, and Spanish. Before contacting technical sup-
port, for issues during the set-up process, ensure that you have reviewed the steps in this guide and read the Frequently
Asked Questions. If you encounter issues after signing into the device, visit CSOS Portal/ IT Services to help self-
troubleshoot the issue.

Hours of Operation
English 24 hours, 7 days a week

Spanish 24 hours, 7 days a week

Portuguese 0800-0000 BRT

French 0600-1800 WEST

German 0600-1800 CET

Italian 0600-1800 CET

Japanese 0800-2200 JST

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