Getting help from HumanEQ
Search the help articles, contact the HumanEQ team, and follow your requests and our replies.
Where to find help
The ? in the top bar opens Help: search these articles, Contact support, see Your requests, Report a problem or take the tour again. The full page is Help & support at the bottom of the sidebar.
Contact support
- 1Pick what it is about and write a short subject. Articles that may already answer it appear as you type.
- 2Describe what you were doing, what happened and what you expected. Paste or drop screenshots, or attach PDFs, spreadsheets or text files (up to 4 MB together).
- 3Say how much it gets in your way. This sets how soon we reply.
- 4Add teammates who should see the replies too, and keep Include technical details on so we can reproduce it.
Don't paste candidates' phone numbers, ID documents or any password. Name the candidate or the page instead. If we need to look at your dashboard we ask first, and it shows in your Activity log.
When we reply
| How much it gets in your way | We usually reply within |
|---|---|
| We're blocked | 1 working hour |
| It gets in our way | 4 working hours |
| A question | 1 working day |
| No rush | 2 working days |
Working hours are Monday to Saturday, 10:00 to 18:00 IST. The request page shows the current reply time.
Follow a request
Our replies arrive in your notifications, by email, and on the request page under Help & support. Each request has a reference such as SUP-1042.
| Status | What it means |
|---|---|
| Open | With the HumanEQ team. |
| Waiting on you | We asked you something. After 3 days we send a reminder; after 7 days without a reply it is solved. Reply any time to reopen it. |
| Solved | We think it's sorted. Reply within 7 days to reopen it, or rate it 👍 or 👎. |
| Closed | No more replies. Use Start a follow-up to open a new request linked to it. |
Everyone sees the requests they opened or were added to. Owners and admins (and roles with Help & support: See all requests in Team & access) can switch to Everyone's.
Report a problem
Report a problem takes a screenshot of the page you are on and sends it with your description to the team. It also opens a request in Help & support, so you can follow the conversation there.
Write to us, or use Report a problem inside the app. We usually reply within a working day.