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Understand and recover

Contact Support

Send the team the affected page, visible error, and useful context.

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Open Support in the application to start or continue a conversation. Replies from the team appear in that same panel.

Before you begin

Open the page where the problem occurred and identify the affected workspace, candidate, Mission, import, or sequence. Keep the visible error and any support or receipt reference shown on the screen.

Send a useful report

  1. Choose Support from the account menu, or click the support launcher.
  2. Open an existing conversation, choose New, or choose New conversation if this is your first report.
  3. In Describe what you need help with…, explain what you tried, what you expected, and what happened. Include the approximate time and timezone.
  4. Add the relevant item link and visible error or diagnostic reference. Indicate whether a send is confirmed, failed, or uncertain.
  5. If useful, choose Attach image to add a PNG, JPEG, or WebP image smaller than 25 MB. Remove credentials and unrelated personal information before sharing a screenshot.
  6. Click Send and check the message state. Return to the same conversation to read the team’s response.

The panel can record the current page context. An attached image or saved page context has its own status; a sent text message does not guarantee its attachment succeeded.

If part of the report fails

Use Retry for a message marked Not sent, Retry attachment for a failed image, or Retry context for page context. If the conversation list cannot load, use Try again. Avoid submitting the same report as a new conversation just because an attachment failed.

If you hid the launcher, choose Support from the account menu to reopen it. This guide does not promise a response time.

Next

Keep the conversation available while checking sequence evidence or import results.