Our friendly support team is always more than happy to help any users that reach out to us for assistance. We will do our best to address any questions or issues that they may have, however there are several processes that support is unable to do without the permission of administrators. As such, we will provide the user with the administrative contact email and redirect them to the administrators of the site.
This article will discuss the common questions we will get from users that we are unable to fully assist with. If you are an administrator in the system and have any questions in how to can assist a user with the below questions please feel free to Contact Support and we will be more than happy to provide guidance in regards to how you can assist your users with their questions.
| Question/Issue | Reason |
|
Activate an Archived, Deleted, or Withdrawn Submission |
If an applicant reaches out to us with questions regarding an application that is no longer visible to them, we will often direct them to the administrators. The support the support team understands that the application may have been archived or deleted for a reason, therefore, we do not want to overstep by activating the application. The same goes for withdrawn applications, in some cases, administrators may not wish for an applicant to continue if they have withdrawn an application. |
|
Delete a User from the site |
When data is collected in the site, it is associated to a user's account, therefore deleting an account would also delete the data collected. If asked by a user, the support team will redirect the user to the administrators to ensure that the administrator is aware of the request and understands that by deleting the user their collected data will also be deleted. You can also refer to Making a "Right to Erasure" request for information on how you can request for your data to be permanently deleted from the system. |
|
Move submissions between stages |
If a user reaches out and the support team believes their issue is related to the stage the application is in, we will redirect them to the administrator for further assistance. As we are not aware of the reason for an application being in a certain stage, we would not make any changes that would affect the flow of the application. |
|
Unsubmit a submission/modify a submitted application |
In some cases, an applicant will reach out and notify us that they would like to make a change to part of their application. In most cases, we understand that administrators do not want their users to make changes to the application once it has been submitted. Therefore, we will redirect the applicant to the administrator for further assistance. |
|
Modify an application after a deadline |
If a deadline has passed in the site, we will redirect any application questions to the administrators of the site. As members of the support team we are not familiar with any processes, or exceptions, that may be put in place once a deadline has passed. |
|
Delete/Withdraw a submission |
Similar to deleting a user, we would not delete/withdraw an application for an applicant. If available, we would provide the applicant with instructions on how they can withdraw their own application. However, if Withdrawing is disabled, we will redirect the applicant to the administrators. |
|
Unlock an Application |
As an application is typically locked by administrators for a reason, we will not unlock an application for an applicant. We will send them to the administrator to provide additional clarification as to why it might be locked and unlock it, if necessary. |
|
Address Payment related questions |
Depending on the payment question asked by a user, we will redirect the applicant to the administrators. The reason for this is because often times the issue requires investigation into the configuration of the payment integration or to determine if the payment was received for the applicant. |
|
Add Users to Groups |
In some cases a user may contact Support and the issue is related to them being in the wrong group. In this case we will forward them over to the administrators for further assistance as we are not familiar with the user registration process put in place. |