Before you contact support
- 1
Identify the issue
Account access, product/technical, or billing and subscription.
- 2
Check the related Help article
Use Account Access & Recovery, Troubleshooting, Billing & Entitlements Troubleshooting, or the relevant feature/module guide.
- 3
Gather safe evidence
Record the company, affected page, exact message, time, browser/device, and steps already attempted.
- 4
Email support
Send the report to support@prospeno.com from an address that can receive replies.
What to include
- Company name or company code
- Affected user email when relevant
- Exact page or route
- Project, record, module, or transaction reference when relevant
- Exact error message
- Date and time
- Browser and device
- Steps already attempted
- Expected result and actual result
- A safe screenshot when useful
What never to send
Take a safe screenshot
- Keep the error message and relevant page context visible.
- Hide passwords, one-time codes, full account numbers, and unrelated personal information.
- Include the route/page title and safe record reference when they help identify the problem.
Use the right support guide
Cannot sign in
- Use Account Access & Recovery.
Feature or record behaves incorrectly
- Use Troubleshooting or the related feature/module guide.
Wallet, subscription, or module problem
- Use Billing & Entitlements Troubleshooting.
Important notes
- Do not send passwords or one-time codes to support.
- Do not create duplicate records while waiting for an issue to be investigated.
- Keep relevant project, record, and transaction references so the issue can be traced accurately.