Contact support

If something is not working and the help centre has not sorted it out, send us a request. A person at Forensik reads every one.

Before you write

Many problems have a fix you can apply straight away:

• If you saw an error, look for its heading in Troubleshooting. Each one explains the cause and the fix.
• Search the help centre for a word from the message or the page you were on.
• Where an error shows a "?" link beside it, that link opens the right article.

Where to find Contact support

• Signed in: click Contact support in the page header, next to the "?" help link, on any page.
• Signed out, or cannot sign in: go to /help/contact. Anyone can use it, including people who are locked out or have lost their password.

What is sent with your request

When you are signed in, the form adds these for you, so you do not need to copy them:

• your organisation
• your name, email and role
• the page you were on
• any errors you saw in this browser tab in the last hour

The form shows what will be sent under Sent with your request. You can untick the errors if you would rather not send them.

Signed out, the form asks for Your email and, if you like, Your name.

Fill in the form

1. Choose a Topic (optional).
2. Write a short Subject.
3. Under What happened?, describe the problem.
4. Click Send to support.

What to include

• What you did. The steps, in order, and the page.
• What you expected. What should have happened.
• What happened instead. Copy the exact message if one appeared.
• For an import, the file type (CSV, Excel or PDF), the carrier or store, and roughly how many rows.
• For a number that looks wrong, the order number, connote or invoice number.

Never send passwords, card numbers or API keys.

What happens next

You get a reference like FS-7KQ2M9. Keep it for any follow-up.

Forensik support replies by email: to your account email if you were signed in, or to the email you entered. The confirmation says we usually reply within one business day.

Your request goes to Forensik staff in their admin console. Support staff do not see billing amounts or your plan. If they need to open your organisation's data to help, the access is recorded in your staff access log.

Limits

You can send 5 requests every 10 minutes from one internet address. If you reach it, you see "Too many requests. Try again in a few minutes, or email us." Wait, then send again.