As an administrator of a site, you can request a phone call from our Support team between:
- Mon-Fri: 9AM EST - 7 PM EST
How to Request a Phone Call
To request a phone call from our Support team:
- Login to your Administrative Account
- Click on the Question Mark Icon in the top right corner
- Click Contact Support
- Select the checkbox I would like to request a call back
NOTE: This option must be selected along with a number in the Phone Number field in order to receive a callback. This is to ensure that your phone call is given proper priority to our support team and you are assisted in a timely manner.
- Provide a number you can best be reached at
- Provide details using the template provided below
- Submit your request
After submitting a call, our next available agent will be able to contact you at the number provided as soon as possible.
What Information to Provide in the Request
When you are submitting your request the more information you can provide in the email, the more prepared we will be for your phone call. Depending on the issue you are experiencing you can use the following email template where applicable:
|Description of the Issue||
A general description of the issue that is occurring.
Provide a description of the underlying issue being experienced, including the affected area of your site (i.e. Manage Users, Manage Applications, Reviewer portal, etc.).
E-mail addresses or names of affected individual(s) for us to troubleshoot.
At least one example, if applicable, will assist us greatly in cases where applicants have multiple applications.
If applicable, trigger names and/or direct links to triggers.
What are you expecting should happen, or what is it that you would like to happen?