Contacting support

From the application: Report

On every page of the signed-in area, at the bottom right, there is a round green button (Report, on hover). It opens the Report a bug, issue or suggest an idea panel, with a text field and the Send button.

The report goes to the LeavePilot team, not to your organisation's administrators, together with your workspace address, your name, your email, your role, the page you were on and the date. You then see Thank you! Your report has been sent.

From the help center: the form

At the bottom of the help home page, the Didn't find what you were looking for? box opens, through Write to support, a form that does not require you to be signed in: it also serves people who are evaluating LeavePilot and do not have an account yet.

The fields are Full name, Email, Organisation (optional: the company name or your workspace address), What is it about and Your message, which needs at least 20 characters. What is it about is chosen from A technical problem, A question about how it works, Plans and billing, Privacy and data and Something else: it sets the subject the request arrives with, so it sends the reply to the right person.

Once you press Send the request, the box turns into Request sent. The request goes to the LeavePilot team, not to your organisation's administrators, and the reply goes to the address you gave. Along with the message travel the details you typed, the language you were reading in, the page you opened the form from and the date.

The form accepts five requests an hour from the same connection and three from the same email address. Past that limit you are invited to try again later or to write straight to the support address.

By email

Write to support@leavepilot.app. It is the same address given in the legal documents, in the platform's emails and in the plans dialog, and it stays the way to go if you have to attach a file: the form only accepts text.

What to include

• your workspace address (nome-azienda.leavepilot.app or your own domain);
• your role (employee, manager, administrator);
• what you were trying to do and what happened, with the exact message that appeared on screen;
• the day and time, the device (computer or phone, browser) and the version number shown in the footer;
• for email problems, the recipient's address and the subject you expected;
• for a failed sign-up of a new organisation, the code shown on the page.

Never send passwords or medical certificates by email.

For administrators

• Changing plan: from the Scegli il tuo piano dialog (Italian for "choose your plan", left untranslated in the interface), Contattaci ("contact us", untranslated too) prepares the email with the right subject.
• Turning off the collection of technical events for your organisation, a signed copy of the data processing agreement, consulting the audit log: write to support.
• Suspended organisation: the sign-in page shows a button that prepares an email with the subject Riattivazione account sospeso (Italian for "reactivating a suspended account", left untranslated).

Before you write

Many answers are in Frequently asked questions and Common problems and solutions. The search box at the top searches the whole guide.