Tip
Before you begin, make sure you:
Have access to the community portal.
Are logged in with your account credentials.
Have relevant details ready, such as screenshots, logs, or error messages.
Providing complete information upfront helps us resolve your issue faster.
Steps to create a support case
Follow these steps to create a new support case:
Log in to the community portal at https://community.hyperproof.io.
After logging in, you’ll land on the community home page.Click “Contact Support.”
This option is available in the main menu.Select “New Support Case.”
This will open the support case form.Select the appropriate product.
Choose the product related to your issue so your case is routed correctly.Enter a subject.
In the Subject field, provide a short and clear summary of the issue.
Example: “Unable to upload evidence file to control record.”Provide a detailed description.
In the Description field, include:What you were trying to do.
The expected behavior.
The actual behavior you experienced.
Any error messages you received.
The date and time the issue occurred, if relevant.
Select a priority.
Choose the priority level that best matches the urgency of your issue.
We provide guidelines within the form to help you select the appropriate priority.Attach supporting files (optional).
If you have screenshots, logs, or other relevant files:Click Upload file.
Select the file from your device.
Click “Submit.”
Once you’ve completed the form, click Submit to send your case to the Support team.
Tip
To help us resolve your case efficiently:
Be specific about what is not working.
Include steps to reproduce the issue.
Attach screenshots that clearly show the problem.
Avoid using vague descriptions such as “It’s broken” without additional context.
The more detailed your submission, the faster we can investigate and provide a solution.
If you experience any difficulty accessing the community portal or submitting a case, please send an email to support@hyperproof.io.