Documentation/Studio
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  • Getting started
    • Key concepts
    • Sign in
    • Create and switch organisations
  • Registers
    • Create and change a register
    • Upload and download entries
    • Add, edit and deactivate entries
    • Groups
    • Challenge codes
    • Connect and test an external register
    • Register activity
  • Membership definition
    • Add and order register assignments
    • Filters and outcomes
    • Preview and test before saving
    • Save and version history
  • Communities
    • Create, rename and delete a community
    • Filter by register, status, groups and claims
  • Members directory
    • Find a member
    • Look up the checks of a member code
    • Deactivate a membership
  • Frontends
    • Create a frontend
    • Frontend keys
    • Sign-in settings
    • Sign-in branding
  • Login with appsolut
    • Sign-up and onboarding
    • Sign-in and sign-out
    • Support requests
  • Frontend users
    • Find a frontend user
    • Membership and activations
    • Block a frontend user
    • Export a frontend user's data
    • Disconnect a frontend
  • Membership check
    • Check modes
    • Results and the check log
    • Rate limits
    • Grace rule
  • Organisation settings
    • Organisation profile
    • Studio users and roles
    • Billing
    • Roadmap and feature requests

Support requests

What a person sends from the sign-in surface when sign-up or onboarding fails, and how it reaches your support.

Studio roles: every Studio user who reads the support mailbox. Setting the support address needs "Owner", "Administrator" or "Frontend manager".

When sign-up, onboarding or sign-in cannot go on, the sign-in surface says "We could not sign you in" and offers "Request support". The person can also choose "Get support" on the sign-up screen or in the membership section. A support request goes by email to the "Support email" of your sign-in branding, for example support@pannoniqa.example.

What the person sends

On "Request support", the person enters:

  • "First name" and "Last name";
  • "Email", filled in from the sign-in if they typed it there;
  • "Date of birth";
  • "Member code (optional)";
  • "Message (optional)", up to 2,000 characters.

They choose "Send request" and see "Your request has been sent". The email reaches your support address in the language the person used, with their address as Reply-To, so you can answer it directly.

A support request never contains the challenge code, which is a personal secret. If the person needs a new one, send it the way you send challenge codes. The request also never says why a check failed, and the person does not see it either.

What your support does with it

Typical causes and what to check:

  • The member code or date of birth does not match a register. Compare the details with the register entry. Correct the entry if the register is wrong; otherwise tell the person which details to check.
  • The member code already belongs to another frontend user. Look the member code up in the members directory and check who holds the membership.
  • The person is not in the frontend's community. Check the community's filters and the person's register entry.
  • The account is blocked. See Block a frontend user.

In the "Members directory", "Check lookup" shows the membership checks for a member code, with the register that decided and the reason, which the person never sees. It needs the Studio role "Owner", "Administrator" or "Community manager".

Limits

A person can send 3 support requests per hour for one email address, and a security check (CAPTCHA) protects the form. Nothing of a support request is stored in the Studio: it lives only in your mailbox.

Without a saved support address, the page says that your organisation cannot be contacted through it.