Who do I reach out to?

Knowing who to contact ensures you get the fastest and most accurate response. This guide explains when to contact your Community Manager and when to contact Chainels Support.

For Users

When to Contact Your Community Manager

Your Community Manager is your primary point of contact for questions related to your community and your account within it. Reach out to them for:

• Access Rights: If you cannot access a feature, page, or function you believe you should have access to (e.g., you are unable to report turnover).

• Managing Users: To add or remove users from your household or company profile. Community Managers are responsible for all community data; Chainels will not alter user data without their explicit permission.

• Joining Other Communities: To request access to a different community on the platform.

When to Contact Chainels Support

Contact the Chainels team for platform-wide technical issues.

• Technical Issues & Bugs: If a feature is not working as expected. If you are unsure whether an issue is a bug, please verify with your Community Manager first.

• Knowledge Base Gaps: If you and your Community Manager are unable to find the answer to your question in our Knowledge Base articles.

For Community Managers

As a Community Manager, you are the first line of support for your users. You should contact Chainels directly for:

• Escalated Support: When our Knowledge Base does not provide the solution you need for a user's issue or your own administrative tasks.

• Platform Bugs: To report verified technical bugs that affect you or your users.

How to Find Contact Information

Contacting Your Community Manager

1. Check the 'Meet the team' section, which may be located on your community's Home screen.

2. If you cannot find it there, click the ❓ Help icon in the bottom-right corner and select 'Ask Community'.

Contacting Chainels Support

1. Click the ❓ Help icon in the bottom-right corner of the web platform.

2. Select 'Technical Support' to fill out our contact form.