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Support Information Required

In order for our support team to assist you, when you write into support via email can you please provide as much information as possible including:

Summary

  • Provide an in-depth explanation of the issue. Include as much information as possible here, including main contractor, project, and time the issue was experienced, as well as any screenshots you may have taken.

Error Message

  • Is there an error message, and if so, what is the error message?

Steps Taken

  • What steps did you take up to the point of the error?

Outcome

  • What did you expect to happen?
  • What actually happened?

Experience

  • Have you performed these steps before?
  • Has this ever worked for you before?
  • If so, when did it last work?
  • Have you encountered the same problem before?

Basic Steps

  • Has the PC/tablet/phone been restarted/power cycled?
  • Have you cleared your browser cache?

Environment

  • What browser are you using?
  • Is your phone/tablet up to date with the software?
  • Can you tell us your phone/tablet model number and software version number

Once we have this information regarding the issue, we will hopefully be able to troubleshoot and resolve the problem. In the event that we may need to contact you for further information please let us know if we can reach you via phone, and if so please provide it, if we are unable to reach you via the phone we will send you an email.

 

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