Contact support and find your replies
Send a useful request, keep the conversation together and see updates in your support thread.
Troubleshooting · 2 min read
Quick steps
- Sign in → Support → New request.
- Choose a topic and describe the problem.
- Send, then keep the SUP reference.
- Return to the request page to read and add replies.
Send a request
Open Support and sign in, then choose New request. Select the closest topic, write a short subject and describe what happened. If you cannot sign in, use Contact for general or access enquiries. Support requests are tied to the account that sends them.
What to include
Explain what you were trying to do, what you expected and what happened instead. Include the relevant company number or page link, alert or watchlist name, selected personal or team account, and approximate date. For billing, include an invoice reference if available. Keep passwords, sign-in links and full payment details out of the message.
Add a safe screenshot
If the screenshot field is available, attach one PNG or JPG up to 5 MB. Remove client names, personal email addresses, private calendar links and destination secrets unless they are essential to the issue. A screenshot helps show the problem; explain it in the message too.
Read and continue the conversation
After sending, your request opens as a conversation. Find it again under Support, using its SUP reference. Replies appear in the thread and email notifications link back to it. Reply on the request page so the message stays together; replying to an email does not automatically add it to the thread. A reply to a Solved request reopens it. Use Feedback for suggestions that do not need a support answer.
Related help
Check the alert, account and schedule before sending a support request.
Troubleshooting
Check the company number, source dates and official register before reporting missing or stale details.
Troubleshooting
