Introduction: Why Use Coaching.com Support?
When you encounter a question or an issue while using Coaching.com, our Support team is here to assist. This guide will help you reach out effectively, ensuring you get quick and accurate help.
Following this process will allow our team to resolve your query as quickly as possible.
Step 1: How do I contact Support?
There are 2 ways for you to get in touch with our team:
Writing an email to [email protected]
Using our in-app live chat
In order to access the live chat, you will need to click on the small question mark icon in the top right of the screen when logged into Coaching.com. You'll then see an option called 'Chat Support'. An example image is below:
This will open up a chat box, and you'll be invited to share your enquiry.
Step 2: What information do I need to share?
The following information is required in order for us to help you as quickly as possible:
Date of Incident
Please let us know the date from when you first experienced an issue
Description of Issue
Please describe what steps were taken before the issue occurred in detail
Example: I went onto my Engagements page, then clicked on my engagement with John Smith. I clicked on the 'Goals' tab, and then clicked on the 'edit goal' button. Nothing happens when I click it, I cannot edit the goal as I would expect. I am seeing an error message when I click on the 'edit goals' button that says 'User not authorised to perform this operation'
2. Please provide a full, uncropped screenshot of your view on the platform of the relevant information.
3. Platform link (please provide the URL where the issue resides)
Example: As we mentioned an issue with one specific engagement above, we need to copy and paste the URL for that engagement from the top of our screen. It will look something like this:
4. Details of users affected (name and email)
Example: This issue is affecting an engagement between myself and John Smith. My email is [email protected] and John's email is [email protected]
Questions to consider:
Is there something on the page that is missing?
Is there a button that is not behaving like it should?
Is there a behavior that you are expecting that is not working?
Are you seeing a specific error message?
What did you click on to make the message appear?
Below is a summary of what a great support enquiry looks like. In this scenario, we have an issue with the Goals section of an engagement.
Hello, my name is (insert name).
On 29th October, I ran into an issue that I would like to clarify.
First, I went onto the platform and clicked on the Engagements page, then clicked on my engagement with John Smith. I clicked on the 'Goals' tab, and then clicked on the 'edit goal' button. Nothing happens when I click it, I cannot edit the goal as I would expect. I am seeing an error message when I click on the 'edit goals' button that says 'User not authorised to perform this operation'. I have provided a screenshot below:
Summary: Tips + Best Practice
Be Specific: Provide as much detail as possible, including steps taken and error messages received.
Use Screenshots: Full, uncropped screenshots offer our team a clearer picture of the issue.
Provide Relevant URLs: Ensure the URLs you share directly relate to the issue.
Step 3: What happens next?
Once a member of our team has received your enquiry, they will advise you on next steps to take. They may offer guidance to correct your issue. Should your enquiry require further investigation, you will be informed of this and receive regular updates on the progression of the investigation.
We look forward to speaking with you!