Contacting Support
  • 09 Feb 2023
  • 3 Minutes to read

Contacting Support


Article summary

Whether you've been using Nexudus for years or just started your journey with us — we've improved how you can get help!

Why we've changed the way you can contact us

  • Get answers faster

In the past, any user could email support@nexudus.com. If their email matched an admin in Nexudus, we provided support straight away. If we couldn't match their email to one of your admins, we asked them to email us again from their admin email account. This created an extra back-and-forth that delayed your solution.

With this new contact method, we removed the need for this extra check since only staff with access to the Admin Panel can get a code snippet to request support.

  • Keep your account secure

Your account's safety is always our top priority. Our Support agents are also the only users who can access your account using your code snippet's details and the code is only valid for 14 days. These credentials also don't work for anyone else — not even you!

  • Send us simple questions directly from the Admin Panel

If you have a quick question that doesn't require screenshots or file attachments, you can now message us directly from the Admin Panel. It automatically opens a ticket and you'll receive your answer via email within the next 24 hours.

We've detailed below the different ways in which you can now contact our support team.

Message us directly from the Admin Panel

You can now create new tickets directly from the Admin Panel.

Click on the lifesaver icon (LifesaverIcon) in the top right corner of the page and then click on Email support.

EmailSupportPath

From there, add your Message and click Send. It's that easy! Our support team will get back to you as soon as possible, usually within the next working day.

MessageSupport_Example

Need to send us files and screenshots or just prefer to email us directly?

Not a problem! Just follow the process detailed below.

Email us using your support code snippet

You can still email us at support@nexudus.com, as long as your email includes your support code snippet. This support code snippet lets us know you're an authorized user and lets our support team access your account to troubleshoot your issue.

Always make sure you copy the full snippet and not just the access code.

Our support team needs the full snippet, including the link, to troubleshoot your issue and answer your request.

You can easily access and copy this snippet by clicking on the lifesaver icon (LifesaverIcon) in the top right corner of the page and then Email support > Send an email on the Admin Panel.

EmailSupport_Example

From there, you can simply:

  1. Copy the support code snippet and paste it into the body of your email.
  2. Tweak your email subject and your message.
  3. Include any relevant files.
  4. Send it to support@nexudus.com.

Our support team will get back to you as soon as possible, usually within the next working day.


FAQ

Can I add screenshots or files to my messages on the Admin Panel?

No, the Message us tab on the Admin Panel currently only supports text. If you need to include any type of file or image, email us using your support code.

Can I save my support code in my inbox for easy reference?

Nexudus automatically refreshes the access code of your support snippet every 14 days. You can reuse it within the following two weeks if you need to send multiple tickets within a short span of time — just remember that this support code expires.

Always make sure you copy the full snippet and not just the access code.

Our support team needs the full snippet, including the link, to troubleshoot your issue and answer your request.

Can anyone use my support code to access my account?

Absolutely not! Our support agents are the only users who can access your account using your snippet's details. These credentials won't work for anyone else — not even you!


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