Asking for help

If the help articles do not answer your question, ask a person. You need a connection to send a request.

Asking

Open Help in the top bar and choose Ask for help. We note the screen you were on, so you do not need to explain where you were. Give your question a short subject, choose what it is about and write your message. You can also start from My requests.

Following the answer

My requests lists your requests, newest first, with their status and who is handling them. Open one to read the whole conversation, reply or close it. The status says what happens next:

• Open: it waits for someone to answer.
• In progress: someone is working on it.
• Waiting for you: they asked you something. Reply to move it on.
• Resolved: they think it is done. Reply within 14 days and it opens again. After that it closes by itself.
• Closed: finished. Start a new request if you need more.

Who answers

A request first goes to your Award Centre. If nobody there can help, or nobody answers in time, it moves up to the national Award office, and then to the Foundation. Each move is written in the conversation. Your Centre admin and the national Award office can also send a request back down with a note. If you are a Centre admin, your request goes to the national Award office. If you are an Operator admin, it goes to the Foundation.

For staff

Support lists the requests for you to answer. To answer shows what waits for you. Reply, choose a status, or move the request up or back with a note. The person who asked reads everything you write, notes included. Admins can also read every request below them. From a participant’s request you can act as them to see what they see.

Operator admins choose in the Support settings where requests start, and how many days a request waits before it moves up by itself.