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Support and assistance
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    • Support and assistance

    Owned by André Vallières
    juin 27, 2024
    2 min read

    Contact support via the web application

    To contact support via the web application, press the Support button. This leads directly to the Stelar Help Center, allowing the user to search for help articles in this knowledge base, to create a support request and to follow up on it (after login).

    Contact support via the mobile app

    To contact support via the mobile app :

    1. Go to the user menu image-20240612-123133.png ;

    2. Press the Contact support button. An email opens, already containing the address of the support team as well as the technical information of the device (app and operating system versions) ;

    3. Add a title (subject), a short description of the problem (message body) and a screenshot of the error message ;

    4. Send the email.

    A support request is created in the Stelar Help Center, allowing the user to track the status of their request (after login).

    Contact support via the Stelar Help Center

    The Stelar Help Center allows the user to search for help articles in this knowledge base, create a support request and follow up on it (after login).

    To create a support request :

    1. Access the Stelar Help Center ;

    2. Click on the relevant type of request (example: technical support). A form opens ;

    3. Enter the email address of the user (mandatory) to whom the request must be attached (it is this user who will be able to follow up on it later) ;

    4. Enter a summary of the problem in the Summary field (mandatory) ;

      1. Help articles are presented. Consult them if necessary. If the problem persists, continue to the next step.

    5. Enter a detailed description of the problem in the Description field (mandatory) :

      1. Application concerned: web or mobile?

      2. Section of the application concerned ;

      3. Application functionality in problem ;

      4. Versions :

        1. from the browser ;

        2. of the mobile application ;

        3. the mobile operating system ;

        4. Etc.

    6. Add an attachment (screenshot of the problem or error message);

    7. Click on the Send button.

    A member of the Stelar team will contact the user as soon as possible.

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