To ensure that we can answer your question and solve your challenge in the most effective way, we have some information that you should bring to us in your initial message.
But before you contact our support, we recommend that you try the following:
Refresh the page
Log out of the system and log in again
Wait for 2-3 minutes
Use our Help Center to find the information you need.
If the challenge still appears and you are unable to find the answer in our guide, you may proceed to follow the next steps in this guide.
This will show an overview of all conversations you've had with us, whether via chat or email.
Information to add to your support incident
Now that you have tried what is described above, you are ready to contact us either via the chat that you find on the 'Help' button in the platform or email us at support@learningbank.io.
1. What is the incident/challenge?
What is the incident/challenge?
Description of the challenge.
Attach videos or screenshots.
Did it occur after a specific action? Describe what you did for the challenge to appear.
Add the name of the specific Module/Learning Path/Sharing.
2. Who is experiencing the challenge?
Send us the email and/or name of the user experiencing the challenge or whom you observed it with.
If it involves challenges from a user's perspective, attach the user's browser (Chrome, Edge, etc.) and device (mobile/computer).
3. When (day and approximate time) did you experience the challenge?
Have you experienced this before?
4. Has it been possible to recreate it?
Describe the procedure to recreate the problem.
Tip💡
You can never provide us with too much information, so if you are unsure if it will be beneficial for our investigation or not, attach it anyway.
After you have gathered all the information, you are ready to contact our support via support@learningbank.io or chat🚀
Chat support
If you wish to use our chat function, you can find it by clicking on the "?" icon in the left-side menu. This will open a Messenger pop-up. Here, you can write to us, find past tickets, visit our help centre, or check out the latest news.
Good to know💭
You can find an overview of your active and past conversations by following these steps:
Go to the admin side of the platform.
In the bottom left corner, click on the "?" icon to open a pop-up
In the bottom menu of the pop-up, go to "tickets, to get an overview of all conversations you've had with us, regardless of whether you used chat or email.