Contact Support

• Capture only the relevant page
• Hide passwords and one-time codes
• Hide full account numbers
• Hide unrelated employee data
• Keep the error message visible
• Include the route or page title
• Show the record reference where useful
• Avoid cropping away important context

Review /docs/guides/account-access-recovery before emailing support when sign-in or access recovery is the issue.

• Company code or company login URL
• Affected email address
• Exact message shown
• Whether temporary password, reset, verification, or Email PIN was involved
• Whether the Admin confirmed the user is Active
• Whether the issue affects one user or several users

Review /docs/guides/billing-troubleshooting before emailing support for Wallet, subscription, or module entitlement issues.

Do not request passwords, OTPs, or banking credentials.

• Company name and company code
• Wallet transaction reference
• Amount
• Date and time
• Subscription or module involved
• Current status shown in the product
• Whether the charge completed
• Whether access activated
• Whether the issue involves cancellation, refund, or expiry
• Safe payment proof where appropriate

Do not delete business data or clear all browser storage as a default troubleshooting step.

• Page or route
• Exact action taken
• Expected result
• Actual result
• Exact message text
• Browser and version where visible
• Device type
• Whether refresh or sign-in retry was attempted
• Whether the issue is reproducible
• Whether another user sees the same problem

For payroll, profit, collections, Budget Releases, materials, or quotation calculations, include the above before escalation.

Do not create balancing expenses, duplicate payments, or replacement payroll runs before the original issue is reviewed.

• Relevant project or record
• Input values visible on screen
• Visible formula or totals
• Expected result
• Actual result
• Status of related records
• Safe screenshot

Prospeno typically responds within one to two business days.

Response time is an estimate, not an emergency SLA.

Complete evidence may reduce back-and-forth.

Complex billing or data issues may require additional review.

Duplicate support emails may slow resolution.

Reply in the same email thread when following up.

Phone support, live chat, and 24/7 support are not offered.

Current support is email-based through the official support address.

No customer ticket dashboard exists in the product.

No in-app attachment form exists—send safe screenshots by email when needed.

Live-chat support is not promised.

Retain your sent email and replies for reference.

Do not assume a ticket number exists unless support provides one in email.

• Disabled user restoration through normal Admin workflows
• Temporary password reset
• Role change
• Project assignment
• Plan limit review within current subscription
• Module activation through Module Marketplace
• Subscription renewal
• Wallet top-up initiation
• Approval permission configuration
• Employee rate configuration

• Product state contradicts current Admin settings
• A valid payment did not post
• Billing completed but entitlement did not activate
• Subscription remains expired after successful renewal
• Correct role and assignment still deny access
• Calculation appears inconsistent with visible inputs
• Data appears duplicated by product behavior
• A reproducible product error remains after safe checks
• A refund or billing correction requires platform action

• Send only information relevant to the issue
• Avoid unrelated employee or client data
• Mask sensitive financial information in screenshots
• Do not send credentials or one-time codes
• Use the official support address: support@prospeno.com
• Verify the recipient before sending
• Do not post support evidence publicly