Before you start
- The name of the product or service involved.
Choose the right contact
Open your support space to create a ticket and follow its progress. Sign in with an email address you can access. The Contact form remains available for project enquiries or if you cannot access support. Applicable hours and response times depend on your service agreement; selecting a priority does not guarantee a response time.
Prepare an actionable report
- Use a specific subject: product, action and problem.
- Include the page address, device, browser or application version. Remove login codes or personal tokens from the address.
- Describe the steps, expected result and observed result.
- Add the date, time and whether one person or several people are affected.
- Copy the exact error text. The portal accepts text messages; if a screenshot is needed, agree a channel with Excellia and hide sensitive information.
Limit the information you send
A fictional example is often enough to explain a problem. Hide customer names, phone numbers, sensitive amounts and information about children.
- Never send a password, email verification code or API key.
- Do not send a complete customer database to illustrate one issue.
- A support request is not permission to share data through an unagreed third-party channel.
While waiting for a response
Keep follow-up details in the same conversation. If an operation appears pending, check its status before repeating it. For business CRM accounts, avoid uninstalling the app or clearing its data while local operations remain unsynchronised.
- List the checks you have already made.
- Keep the error message and incident time.
- If you suspect unauthorised access, inform your business lead and Excellia without sending secrets.
Troubleshooting
My login code has not arrived.
Check the email address, spam folder and the latest code requested. Use the resend button when available. Do not share the code with support.
I cannot access the email address on my account.
Contact Excellia from an address you can access and explain the situation. Account recovery requires verification; avoid creating repeated accounts.