Ask a person: open a support request

A support request reaches a person at Veritome. It lives in your workspace, so the answer comes back there, and by email.

Where to find it

• Open your account menu, then Support requests. The account menu is your initials at the top right, or your name at the foot of the rail in the classic layout.
• Or open Settings (Company settings in the account menu), then Support requests under Organisation.

Open a request

1. Press New request.
2. Choose what it is about, then write a short Subject. While you type, the form lists Help Centre sections that may already answer it.
3. Say what happened and what you expected. You can attach one image, PDF, text or CSV file of up to 5 MB.
4. Press Send request. The app version goes with it, and so does the page you came from when you opened the form from the account menu, so the team can see what you saw.

You get an email with the request's number, for example VT-1042.

Follow it

The request shows one of five statuses: Received, We're on it, Waiting for your reply, Resolved or Closed. When the team answers, you get an email and a notification in the app. Reply in the request itself, not to the email.

If the answer solved it, press Mark resolved. A resolved request opens again if you reply within 14 days of it being resolved; after that, or once it is Closed, open a new one.

Who sees your requests

You see your own. People whose role holds See every support request in the organisation see everyone's; the Org admin decides which roles hold it under Organisation → Members & roles.

Locked out of your account?

Signing in is protected by your password and your authenticator, so the way back in runs through your own email and your organisation's administrator. We step in only when neither can help.

• Forgot your password? Press Forgot password? on the sign-in page. The link goes to your account's email address and works once, within an hour.
• Lost your phone or authenticator? Enter one of your backup codes where the sign-in asks for the code. If you have none left, ask your organisation's administrator: they reset your two-factor authentication under Reset two-factor authentication in Organisation → Security, and at your next sign-in you set up an authenticator again.
• You are the only administrator, have lost your authenticator and have no backup code left? Email support@veritome.eu from your account's address. We check who you are before anything changes, and we email your account's address when it does.

Veritome staff never set or change your password, never reset your two-factor authentication on the strength of an email, chat or call alone, and never ask for your password, an authenticator code or a backup code. If someone claiming to be from Veritome asks for one, do not give it, and tell us at support@veritome.eu.

Not a customer yet?

Use Contact at the foot of the Help Centre.