Getting support

You can raise a support request from inside the product — no email needed. You can open a ticket from the mobile app or the dashboard, and both feed one shared history, so a ticket you raise on your phone is the same ticket you read and reply to on the dashboard.

Raising a ticket

1. In the mobile app, open Settings (the gear icon), choose Support, and start a new ticket. In the dashboard, open Support and choose New Ticket.
2. Give the ticket a subject and pick a category — Verification, Account, Billing, Technical, or Other.
3. Describe the problem in the description field. The more specific you are, the faster support can help.
4. Optionally attach files — up to five, around 10 MB each. From the phone you can add photos; on the dashboard you can also attach PDFs and text files.
5. Submit. You get a confirmation that the ticket was created; on the dashboard it appears in your list straight away.

After repeated capture failures

If several captures fail in a row during a session, the app offers to submit the failed images to support as a ticket — either mid-session or when the session ends. Choose Submit to send them with the capture details already filled in, or Not now to carry on without raising anything.

What to include

Add the time the problem happened, what you expected versus what you saw, and the app version (shown in the mobile Settings screen). A sample captured image often helps — see Before contacting support.

Following a ticket

You can follow a ticket wherever you are signed in. On the dashboard, open Support; in the mobile app, open Settings > Support to see My support tickets — the same shared history, so a ticket raised on your phone is the one you pick up on the web. Your tickets are listed with their subject, category, status, when they were last updated, and how many messages the thread holds. On the dashboard you can search by subject or ticket number and filter by category, status, or date.

A ticket moves through these statuses as it is handled:

• Open — received, not yet picked up.
• In Progress — support is working on it.
• Resolved — support believes it is sorted.
• Closed — finished.

Open a ticket to read the conversation and reply — from the app or the dashboard. Support’s replies appear in the same thread; you can keep adding messages and attachments until the ticket is closed. You can delete your own messages from the thread if you posted something by mistake, and you can delete one of your own tickets entirely.

Note

Tickets are scoped to your organisation and signed-in account, so you see your own requests and their history on both the mobile app and the dashboard.