MK Quilts Exceptional Support Site
The reason MK Quilts has been so incredibly successful internationally is our support and training.
For urgent issues that require immediate attention, please call the main support line: 
​727-935-1739 and press #2
​​Messages left by phone are transcribed and emailed to our support queue automatically.
Details and non-urgent issues should be emailed to [email protected]
We are actively monitoring these messages with a professional support product.  Directly emailing or texting individuals, or posting to external social media forums, increases the likelihood that your communication will not be properly handled.  
More Information
  • IF something is not working correctly, this page is the place to find support.  You can also schedule service for your system.
  • IF you have questions concerning HOW you do something, most of those issues will be answered by our instructors on our MK Quilts University platform.  Our new advanced search feature will help you find the correct course and lesson that addresses your problem.  Posting a question to the forums on the course will usually lead to a quick response.
In either case, you may send a detailed email (and photos) to [email protected].  All messages and voicemails that come in go through a support queue where they are screened as soon as possible.
Quick Links:
Online Support Tools
​Use under the direction of support staff.
Youtube Instruction videos
Click each ...​
​Introduction to our support tools
Preparing your PC for remote access
Using Google Meet on your smartphone for video troubleshooting
NOTE: You may be required to create or log into your Google account to use Google Meet. Try this out ahead of time.
Jump to Sections
FREE Self-help Support
Please review these guides before contacting us for support. 
​* Review our Support Policies for possible charges
These guides are 'living' documents that are updated regularly and will improve over time with links and photos.  We have retired the website pages and are only posting the PDF versions at this time. 
Service Manuals are made available to Machine Owner Technical Training members.

Please review our support policies...

Click heading below to view...
support Policy
If it takes more than 15 minutes to address your issue, you may be charged for service based on these guidelines:
  • MK Owners - the people that have supported us by buying their systems from us - are not charged for support.  Labor may be charged on repairs beyond the 1-year extended warranty provided by MK Quilts.
  • MK Quilts University Premium Members - those supporting us with a monthly membership - are entitled to call us free for 30 minutes for free, no matter where they purchased their machine.  Issues requiring more than 30 minutes to resolve will be billed at only 50% of the regular hourly rate.
  • Owners of other MK products or accessories will not be charged for any related support.
  • New Customers - You will be asked to pay at the end of our session if it lasts more than 15 minutes.  Thank you for respecting our time.   Handi Quilter's support line is 877-697-8458 (#2 at the menu.)
Service/Labor charges
Phone Support:
● First 15 minutes of troubleshooting: FREE
● Beyond 15 minutes: Charges apply as follows...
(Refer to the MK Quilts Support website page for additional free information.)

​Rates for phone and/or onsite support:
● Standard hourly rate: $130/hour
● Discounted Membership hourly rate: $65/hour
● Travel time will be billed at the applicable hourly rate.
● A minimum 1-hour charge for onsite support.

Eligibility for Discounted Rate:
● Purchased your machine from MK Quilts with ESP (Exceptional Service Program)
○ If you purchased a machine prior to 2024, it included ESP.
● Purchased the ESP (Exceptional Service Program) for non-MK Quilts sold machine
● Membership in the service program: MOTT (Machine Owners Technician Training)
● >3 months membership in the “Premium Membership” tier of the MK Quilts University
Additional benefits and discounts may apply as part of the programs listed above.

Machines Purchased Without ESP:
● Receive a comprehensive training video and 90 days of free labor and support based on
the standard Handi Quilter warranty.
● After 90 days, the standard hourly rate will apply.
ESP is 30% off at time of machine purchase and is highly recommended.

​Why do we charge for support?  -  We are not Handi Quilter. - We are an independent retailer of Handi Quilter.  The retailer that sold you your machine is responsible for your support and training.  Unlike most other retailers, we go out of our way to stock parts, loaner machines, and train technicians across the country so that we continue to excel at our support.  All of these efforts cost us our time and money.  Thank you for your understanding.
Warranty work on other OEM machines
We stock many of the Handi Quilter machine parts and they are normally warrantied for up to 5-years.  (Labor is not included.)  Other companies are selling OEM (original equipment manufacturer) products that use the same parts.  If we must replace a warranty part in an OEM machine, the customer may be responsible for getting the part through their original dealer or will be charged for the part.  We do not have relationships with secondary (OEM) companies to replace the warranty parts.

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I had a motor error. I emailed MK Quilts support and received a call back in less than 10 minutes. Paul sent me a motor which arrived quickly. My husband installed it and I was back up and quilting in record time. Very impressed with the service I have always received from KK Quilts. Definitely will purchase from them whenever I can.

Debra Lacefield

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Can’t say enough about this business. I waited 2 weeks for my local dealer to get me a part that I got from MK in 3 days. Got my machine back from my dealer with damage to another part. I run a longarm quilting business and did not have time for all this downtime. I called MK talked directly to Paul who was kind, professional and knowledgeable…he went above and beyond. I had my part within 24 hours and happy to say I am up and running again. Definitely earned all my future business

Marianna Isgrid

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Handi Quilter's Official Support Line
1-877-697-8458 press "2" for Support (weekdays)
Your first call should go to the retailer that sold you the machine. 
​All MK Owners are asked to send an email to [email protected] before contacting Handi Quilter.
Schedule LIVE Technical Support
For urgent issues that require immediate attention, please call the main support line: 
​727-935-1739 and press #2
​Messages left by phone are transcribed and emailed to our support queue automatically.
Details and non-urgent issues should be emailed to [email protected]
We are actively monitoring these messages with a professional support product.  Directly emailing or texting individuals, or posting to external social media forums, increases the likelihood that your communication will not be properly handled.  Texting our main phone number is not   

Select one of our HQ certified technicians!

We have other active HQ certified technicians around Florida and a few other states.  But they operate as independent contractors.
  • Paul is the COO and Senior Certified Technical Resource at MK Quilts.  A real computer nerd as well, he can double as your Geek Squad.  If you think you are hacked or being scammed, call in.
  • Adam is also a Certified Technical resource handling most of the installations and onsite service calls.  His job description includes putting Paul out of a job.
Schedule a future support call with Paul Kruschwitz by using the scheduler below...
Appointments are booked a minimum of 24 hours out during available scheduled time. 
If you require a callback sooner, leave a message on the support line above.
* We do make special appointments to support people outside of normal business hours.  We support people internationally to the best of our abilities.  We do not guarantee weekend or holiday support.  But don't be surprised to hear from us.
Schedule a future support call with Adam Wilt by using the scheduler below...
Appointments are booked a minimum of 12 hours out during available scheduled time. 
If you require a callback sooner, leave a message on the support line above.
The MK Quilts University (university.mkquilts.com) provides course Discussion Forums as well as Community Forums.  Posts are emailed to moderators and usually elicit a response within 24 hours.  We hope that you will help us build this community.  There are over 1000 active users a month on MKQU as well as many course instructors managing their courses.
If you know someone that can be a local set of hands or a full blown technician in your area, have them click the button below and register as a resource.  Details are provided on the form.