Support
Getting help, and what to include so that help is fast.
Before you contact anyone
Section titled “Before you contact anyone”- Check §38 Troubleshooting — the majority of reports match an entry there.
- Reproduce the problem once more and note the exact wording of any message.
- Confirm whether it affects one record, one device, or everyone.
What to include
Section titled “What to include”| Detail | Why it matters |
|---|---|
| The exact message | Distinguishes between a dozen similar-looking causes. |
| Date, time and your timezone | Lets the team find the corresponding record. |
| The code, brand or record involved | Identifies exactly what was affected. |
| The account and role you were using | Many behaviours are role-dependent. |
| Web or mobile app, and the device | Camera, location and storage issues are platform-specific. |
| The version at the bottom of the sidebar | Confirms which release you are running. |
| A screenshot | Faster than any description. |
Who to contact
Section titled “Who to contact”- Questions about your own catalogue, codes or account — your organisation’s AuthPlus administrator, who can see your records and act on them directly.
- Everything else — platform faults, installation and configuration questions, and suspected security problems — write to contact@authenticity-plus.com.