How to Submit a Complete Support Request
A complete support request helps our team understand, investigate and fix your issue quickly. This guide explains what to include, shows an example, and covers how to follow up.
Before you begin
Have these ready:
- The email address registered on your Ignite Funnels account
- Your business name and the affected account or location
- A clear explanation of the issue and the exact error message, if there is one
- The date and approximate time it happened
- What you have already tried
- A screenshot or short screen recording, where it helps
Security reminder: never send passwords, one-time verification codes, full payment card details or unnecessary confidential information.
How to submit your request
- Check the Knowledge Base. Search for an article about your question and follow its troubleshooting steps first.
- Open Support. Log in and click the help button in the bottom right corner of your Ignite Funnels account, then start a conversation with our team.
- Give your account details: full name, business name, registered email, the affected account or location, and your role on the account.
- Say which area it is about, for example account access, users and permissions, contacts, conversations, a feature question, a technical issue, a bug, or billing and subscription.
- Write a specific subject or opening line. Name the feature and the problem.
- Describe the issue: what you were trying to do, the steps you followed, what happened, what you expected, when it started, whether it happens every time, what you have tried, and how it affects your work. For technical problems add your device, browser and the exact error message.
- Attach evidence such as a screenshot of the full error, a short screen recording, the page link, the name of the affected item, and the date and time. Hide passwords, payment details, codes and customer information.
- Review and send. Check your details are correct, the description is clear, and nothing sensitive is included. Keep any reference number you receive.
Good subject lines
- Unable to log in after resetting my password
- Team member cannot access Conversations
- Contacts are not appearing after import
Avoid vague subjects such as "Help", "Urgent" or "Not working".
Example of a complete request
Subject: Team member cannot access Conversations
Account: ABC Consulting Kenya
Affected user: Jane Doe, [email protected]
Description: Jane can log in, but Conversations does not appear in her menu. I expected her to be able to read and reply to customer messages.
Troubleshooting completed: confirmed she used the correct email, asked her to log out and back in, tested another browser, and reviewed her permissions.
Business impact: Jane cannot respond to customer enquiries.
Evidence: screenshot of her menu and permission settings.
After you submit
Watch the conversation and your email. If our team asks for more information, reply in the same conversation, answer every question, try the recommended steps, and tell us whether the fix worked. Do not open several requests for the same issue, because it splits the information and slows things down.
Common issues
- Vague subject line: name the feature and the specific problem.
- Missing account details: include your registered email, business name and location.
- Incomplete explanation: describe the steps, the result and what you expected.
- Missing troubleshooting: list what you tried and what happened.
- Unclear screenshot: capture the complete relevant screen.
- Duplicate requests: continue in the original conversation.
- Sensitive information included: remove passwords, codes and payment details.
Frequently asked questions
Do I need to attach a screenshot?
Only when it helps show an error, unexpected behaviour or a setting.
Can I include several issues in one request?
Send separate requests for unrelated issues so each one is handled properly.
What if I am not sure which area my issue belongs to?
Pick the closest one. Our team will route it correctly.
Should I open another request when I have more information?
No. Add it to your original conversation.
How do I take a screenshot or screen recording?
Capture only the screen that shows the issue, including the page, the action and any error. Hide passwords, codes, payment details and unrelated customer information, attach the file to your original request, and say briefly what it shows.
Related guides
- How to Contact Ignite Funnels Support
- What to Do When Account Access Fails
- How to Report a Bug or Technical Issue
Need help?
Click the help button in the bottom right corner of your Ignite Funnels account to search more guides or chat with our support team.
