Contact support

When you contact us for support, we need your help to allow us to fully understand the issue you're seeing. The more information you can provide, the quicker we can address your request.

Please send us:

• your full contact details, plus
• details of your support request, plus
• a file attachment (such as an existing screenshot, screen recording or document), plus
• one or more static screenshots, marked up to highlight on-screen features, or
• a screen recording to capture live action relating to your request.

Two ways to contact us

There are two ways for you to contact our support team to request support.

• Email us directly at [e-mail]: quick and convenient for general queries, or
• Use the in-app Contact us feature: for more in-depth queries about a specific screen or feature.

Using the in-app Contact us feature

The in-app Contact us feature lets you provide full details in a convenient pop-up form with optional screenshot and video recording capability.

1. To request support, click the Contact us button, at right, on the screen you are currently using. 

   

2. On the contact us dialog, select Contact support.
3. On the Contact support dialog, type your name, email address, and select a category that most closely matches your request.
4. Type a short title for the request, and provide further details to more fully describe the request.
5. To provide more detailed information, do one or more of the following:
   • Click the screenshot button to capture a static screenshot of the issue. This button is enabled only if there is no screenshot or screen recording present. To capture additional screenshots, click the button on the screenshot counter panel. To delete all current screenshots, click the delete button   on the screenshot counter panel.

     You can attach one or more screenshots or a screen recording with your request - but not both.

     To enable the Next button, use any of these tools to mark up your screenshot.

     Markup Tool	Name	Description
     	Draw box	Draw a box around an area on screen. Useful for highlighting one or more specific features. You can drag the box to alter its position, or close the box to start over. On first use, Draw box is the default tool.
     	Highlight	Draw free-hand with a highlighter pen (broad line).
     	Line	Draw a straight line (fine line) without arrowhead.
     	Arrow	Draw a straight line (fine line) with arrowhead.
     	Blackout	Draw a black filled box. Useful for hiding sensitive information.
     	Comment	Add one or more numbered comments. Numbering starts at 1. Comments are re-numbered automatically if any are deleted. To edit the comment text or delete the comment, click the numbered comment icon.
     	Set colour	Set the default colour for lines and boxes.
     	Next button	Go back to the Contact support dialog. After you click Next, you can attach a file or take additional screenshots.

   • Click the screen recording button to capture a screen video showing the issue. This button is enabled only if there are no screenshots present.
   • Click the attach a file button to upload an existing screenshot file or other document.
6. When you are ready, click the Submit enquiry button.

You will receive an email message from support confirming that your request has been received. If you have any further questions or issues, you can reply to the email message.