To help us solve your issue as quickly as possible, it’s important to include the right information when you send an email to our support team.
What to Include in Your Message:
1. A short summary of the issue
Let us know what’s going wrong in a sentence or two. For example:
“I’m having trouble uploading my manuscript” or “I can’t log in to my account.”
2. A step by step of what happened
Tell us what you were trying to do, and what happened along the way. This helps us understand the problem more clearly.
3. What you expected to happen
Let us know what you thought should have happened, so we can see where things went differently.
4. Any error messages or screenshots
If you saw any messages on screen, or if something looked unusual, please include a screenshot or copy the message into your email. This can be a huge help.
5. Your account email or display name
Let us know who you are on Libraro so we can look into things on our end. This is especially important if you’re writing from a different email address.
An Example Message
Here’s a helpful example of what a support message might look like:
Hi Libraro Support,
I’m trying to upload my manuscript, but when I get to the final review step, nothing loads. I’ve tried refreshing the page, but it still won’t work. I expected to see a button to submit the manuscript.
My account is under the name Jordan Reads, and my email is jordan@email.com.
I’ve attached a screenshot of what I see.
Thanks for your help!
The More You Share, the Better We Can Help
Even if you’re unsure what’s important, don’t worry send what you can, and we’ll guide you from there. Clear, detailed messages help us get you answers faster.