Where to find answers, how to raise a support ticket, how to let CompanionAxis support look at your account safely, and what to do when an issue stops shifts or claims.
Before you begin
- For granting support access: the Support access permission (Administrators have it).
Find an answer yourself
- Search this help centre, or browse the Troubleshooting section for common problems.
- Check the System status page for incidents and planned maintenance before reporting an outage.
- Read any banner at the top of the app: CompanionAxis announcements, paused modules and maintenance windows appear there.
Raise a support ticket
- Email
[email protected]from your work email. - Include your organisation name, what you were doing, what you expected and what happened, the page address and the time.
- Add the topic code of any help article you followed, and a screenshot if you can.
- Keep the ticket number from the reply and quote it in follow-ups.
Never email passwords, recovery codes or participant details. Support never asks for them.
Let support see your account
- Go to Settings → Security and privacy and find Support access.
- Select Grant access.
- Choose What support can do (See records (read only) or See and change records), whether to Include restricted records (behaviour support, health, legal), and For how long (1 to 72 hours).
- Enter Why, for example your ticket number, and select Grant access. Confirm it’s you when asked.
- Select End now at any time to close access. Every view support makes is in your audit log.
Grant support access dialog with level, restricted records checkbox, duration and reason
Escalate an urgent issue
- Say clearly in the subject that shifts, check-in or claiming are stopped. These are prioritised on every plan.
- Use phone support or the after-hours line if your plan includes them.
- Meanwhile, keep care going: workers can keep recording in the app and coordinators can note times by hand for entry later.
Tips
- Response times depend on your plan’s support level. See the Support page on our website.
- Administrators can review what support did under Quality → Audit log.
If something goes wrong
Grant access is greyed out
Enter a reason of at least five characters in Why.
I can’t see the Support access card
It needs the support access permission. Ask an Administrator to grant access for you.