If you encounter a system error while using the platform, you may see an on‑screen message that includes an error ID. When this happens, please follow the steps below to help us resolve the issue as quickly as possible.
1. Refresh the page
Start by refreshing your browser page. In many cases, the error will clear and you will be able to continue working as normal.
2. If the error continues
If refreshing the page does not resolve the issue, copy the error ID displayed in the message. This ID helps our Support team identify the problem.
Send the error ID to us by contacting Support or your Customer Success Manager.
3. If the error page looks different to the example shown
If the error page you see does not match the standard error message or layout, please take a screenshot of the entire page including your browser console. This additional information helps us diagnose issues that are not covered by standard error IDs.
Not sure how to open your browser console?
Right-click anywhere on the page
Select Inspect
Click the Console tab
Take a screenshot of the page with the console visible
Send the screenshot to your Customer Success Manager or email [email protected]
4. If you see an entirely different type of error
If the message you receive does not include an error ID or looks unusual, please take a screenshot and contact us using one of the following:
Select Send us a message via the help icon in your portal, or
Email [email protected]
Providing a screenshot helps our Support team see exactly what occurred and speeds up the resolution.