Reaching Out to Our Support

In this article you will find knowledge on which information you should add to your message when contacting our support

To ensure that we can answer your question and solve your challenge in the most effective way, there is some information that we advise that you bring to us in your initial message.

But before you contact our support, we recommend that you try the following:

1. Refresh the page

2. Log out of the system and log in again

3. Wait for 2-3 minutes

4. Use our Help Center to find the information you need.

If the challenge still appears and you are unable to find the answer in our guide, you may proceed to follow the next steps in this guide.

Information to add to your support incident

Now that you have tried what is described above, you are ready to contact us either via the chat that you find on the 'Help' button in the platform or email us at support@learningbank.io.

1. What is the incident/challenge?

What is the incident/challenge?

• Description of the challenge.

• Attach videos or screenshots.

• Did it occur after a specific action? Describe what you did for the challenge to appear.

• Add the name of the specific Module/Learning Path/Sharing.

2. Who is experiencing the challenge?

• Send us the email and/or name of the user experiencing the challenge or whom you observed it with.

• If it involves challenges from a user's perspective, attach the user's browser (Chrome, Edge, etc.) and device (mobile/computer).

3. When (day and approximate time) did you experience the challenge?

• Have you experienced this before?

4. Has it been possible to recreate it?

• Describe the procedure to recreate the problem.