Contact Support

How to report issues and get help from the support team

Before contacting support, please check the Common Issues guide and FAQs. Most problems can be resolved quickly with self-service troubleshooting.

When to Contact Support

Contact support if you encounter:

Critical Issues

• System completely down
• Data loss or corruption
• Security concerns
• Payment/billing errors

Persistent Problems

• Issue persists after troubleshooting
• Same error occurs repeatedly
• Unclear error messages
• Performance degradation

Feature Requests

• Missing functionality
• Integration needs
• Custom requirements
• Workflow improvements

Questions

• How to configure features
• Best practices
• API usage questions
• Training requests

Information to Include

The more information you provide, the faster we can resolve your issue.

Required Information

Basic Information

1. Clinic ID

   Found in Settings → General → Clinic ID (UUID format)

   Example: a1b2c3d4-e5f6-7890-abcd-ef1234567890

2. User email

   Your registered email address for account verification.

3. Browser and OS

   • Browser: Chrome 120, Firefox 121, Safari 17, etc.
   • OS: Windows 11, macOS 14, Ubuntu 22.04, etc.

   You can find this in browser → Help → About

4. Timestamp

   When did the issue occur? Include timezone.

   Example: 2025-11-20 14:30:00 CET

Problem Description

1. Clear title

   Concise summary of the issue (1 sentence)

   Good: “WhatsApp bot not responding to patient messages” Bad: “Bot issue”

2. Expected behavior

   What SHOULD happen?

   Example: “Bot should respond within 5 seconds with available slots”

3. Actual behavior

   What ACTUALLY happened?

   Example: “Bot does not respond at all. Patient receives no message.”

4. Impact

   How does this affect your clinic?

   • Severity: Critical / High / Medium / Low
   • Affected users: All / Specific role / Single user
   • Workaround available: Yes / No

Steps to Reproduce

Provide exact steps to reproduce the issue:

1. Starting point

   Example: “Login as clinic admin”

2. Action sequence

   Example:

   1. Go to Appointments → Create
   2. Select service “Corte de pelo”
   3. Select date 2025-11-20
   4. Click Search availability
3. Result

   Example: “Error appears: ‘No available slots’ (but slots should exist)”

If issue is intermittent, note how often it occurs (e.g., “happens 3 out of 5 times”).

Screenshots and Logs

Visual evidence helps diagnose faster:

1. Screenshots

   • Error messages (full screen, including browser address bar)
   • Configuration pages (e.g., Work Hours, Services)
   • Network errors (browser DevTools → Network tab)

   How to capture:

   • Windows: Win + Shift + S
   • Mac: Cmd + Shift + 4
   • Chrome DevTools: F12 → Console/Network → Screenshot
2. Browser Console Logs

   1. Press F12 (Chrome DevTools)
   2. Go to Console tab
   3. Right-click → Save as…

   Include last 50 lines around the error timestamp.

3. Network Requests (if API error)

   1. Press F12 → Network tab
   2. Reproduce the issue
   3. Find failed request (red status)
   4. Right-click → Copy → Copy as cURL

   Paste into support ticket (redact sensitive data).

Redact sensitive information before sharing:

• API keys, tokens, passwords
• Patient names, phone numbers, emails
• Payment information

Issue-Specific Information

Depending on the issue type, include additional context:

WhatsApp Issues

Required:

• Phone number of patient (for testing): [phone]
• Exact message sent by patient: “Hola, quiero una cita”
• WhatsApp integration status (Settings → WhatsApp): ACTIVE / INACTIVE
• Last appointment creation date (to check grace period)

Helpful:

• LangSmith conversation export (JSON) - see WhatsApp Troubleshooting
• Backend logs: grep "WhatsApp" logs/app.log | tail -n 100
• Twilio webhook configuration screenshot

Availability Issues

Required:

• Target date and time: 2025-11-20 14:00
• Service ID or name: “Corte de pelo”
• Provider ID or name: “Juan Pérez”
• Expected slots vs actual slots

Helpful:

• Work hours configuration (screenshot)
• Active closures for date (screenshot)
• Database export:
  SELECT * FROM work_hours WHERE clinic_id = 'your-id';
  SELECT * FROM closures WHERE clinic_id = 'your-id' AND starts_at <= '2025-11-20';
  
• Backend logs: grep "calculate_availability" logs/app.log

Appointment Issues

Required:

• Appointment ID: abc123def456
• Patient phone: [phone]
• Service name: “Corte de pelo”
• Scheduled datetime: 2025-11-20 14:00:00+01:00

Helpful:

• Appointment status: CONFIRMED / CANCELLED / COMPLETED
• Error message (if creation/update failed)
• Conflicts (overlapping appointments, resource conflicts)

Subscription/Billing

Required:

• Current plan: FREE / STARTER / PRO / BUSINESS
• Subscription status: ACTIVE / PAST_DUE / CANCELLED
• Appointments used this month: 32 / 50
• Stripe customer ID (if applicable): cus_...

Helpful:

• Payment intent ID (if payment failed): pi_...
• Invoice ID (if billing issue): in_...
• Stripe checkout session ID: cs_...
• Expected vs actual billing amount

Performance Issues

Required:

• Affected page/endpoint: /v1/appointments
• Response time: 5000ms (should be <500ms)
• Browser network speed: Fast 3G / 4G / Fiber
• Time of day: 14:00-15:00 CET (peak hours?)

Helpful:

• Browser DevTools → Performance recording
• Backend logs with timestamps
• Database slow query log (if admin access)
• Number of concurrent users (if known)

Data Issues

Required:

• Affected entity: Appointment / Patient / Service
• Entity ID: abc123def456
• Field with incorrect data: patient_name
• Expected value: “Juan Pérez”
• Actual value: “Juan”

Helpful:

• When was entity created: 2025-11-15 10:30:00
• Last modification: 2025-11-18 14:20:00
• Audit logs (if available):
  SELECT * FROM audit_logs WHERE resource_id = 'abc123def456' ORDER BY created_at DESC;
  

Support Channels

Email Support

[e-mail]

Primary support channel for most issues.

Response times:

• Critical issues: 2-4 hours
• High priority: 1 business day
• Medium/Low: 2-3 business days

Business hours: Monday-Friday, 9:00-18:00 CET

Email Template:

Subject: [URGENT/HIGH/NORMAL] Brief description of issue

Clinic ID: a1b2c3d4-e5f6-7890-abcd-ef1234567890
User Email: [e-mail]
Issue Category: WhatsApp / Availability / Appointments / Billing / Other

DESCRIPTION:
Expected: Bot should respond within 5 seconds
Actual: Bot does not respond at all
Impact: High - All patients cannot book appointments via WhatsApp

STEPS TO REPRODUCE:
1. Send "Hola" to [phone] from [phone]
2. Wait 30 seconds
3. No response received

ENVIRONMENT:
- Browser: Chrome 120 on Windows 11
- Timestamp: 2025-11-20 14:30:00 CET
- WhatsApp status: ACTIVE

ATTACHMENTS:
- screenshot_whatsapp_settings.png
- console_logs.txt
- langsmith_conversation.json

ATTEMPTED TROUBLESHOOTING:
- Checked Common Issues guide: Yes
- Verified Twilio webhook: Yes (configured correctly)
- Tested with different phone: Yes (same issue)
- Checked backend logs: Yes (no errors visible)

Please advise.

Best regards,
[Your Name]

Live Chat (Enterprise only)

In-app chat

Available for BUSINESS and ENTERPRISE plans.

Click the chat icon (bottom right) in the dashboard.

Availability: Monday-Friday, 9:00-18:00 CET

Best for: Quick questions, urgent issues, real-time troubleshooting

Phone Support (Enterprise only)

[phone]

Available for ENTERPRISE plans only.

Availability: Monday-Friday, 9:00-18:00 CET

Best for: Critical production issues, security incidents

Phone support is for emergencies only. For non-urgent issues, use email to ensure proper tracking and documentation.

Escalation Process

If your issue is not resolved within expected timeframe:

1. Wait for initial response

   • Critical: 4 hours
   • High: 1 business day
   • Normal: 3 business days
2. Follow up on ticket

   Reply to support email with “FOLLOW-UP” in subject line.

   Include:

   • Original ticket number (if provided)
   • Days since initial report
   • Any new information
3. Escalate to management

   If no response after 2 follow-ups, email:

   [e-mail]

   Subject: ESCALATION: Ticket #12345 - [Brief description]

4. Executive escalation (Enterprise only)

   For critical production issues on Enterprise plans:

   Contact your Account Manager directly.

What to Expect

Response Timeline

Critical Issues

Definition: System down, data loss, security breach

• Initial response: 2-4 hours
• Resolution target: 1 business day
• Updates: Every 4 hours

High Priority

Definition: Feature not working, affecting multiple users

• Initial response: 1 business day
• Resolution target: 3-5 business days
• Updates: Every 2 days

Medium Priority

Definition: Minor bugs, workaround available

• Initial response: 2-3 business days
• Resolution target: 1-2 weeks
• Updates: Weekly

Low Priority

Definition: Enhancement requests, questions

• Initial response: 3-5 business days
• Resolution target: Next release
• Updates: When status changes

Resolution Process

1. Acknowledgment

   You’ll receive confirmation that we received your ticket, including:

   • Ticket number (for tracking)
   • Priority level (based on impact)
   • Expected response time
2. Investigation

   Support engineer will:

   • Reproduce the issue (if possible)
   • Check logs and database
   • Test workarounds
   • May ask for additional information
3. Resolution

   Depending on issue type:

   • Configuration: Support will guide you through fix
   • Bug: Engineering will create fix, deploy in next release
   • Feature request: Product team will evaluate for roadmap
   • Question: Detailed answer + documentation link
4. Verification

   You’ll be asked to verify the fix works in your environment.

5. Closure

   Once verified, ticket is closed. You’ll receive summary email.

Temporary Workarounds

While waiting for support response, try these common workarounds:

WhatsApp not working

Workaround: Create appointments manually via dashboard.

Go to Appointments → Create and book on behalf of patient.

Notify patient via SMS/call.

No availability showing

Workaround: Book outside normal hours temporarily.

1. Add temporary work hours (e.g., extend closing time by 1 hour)
2. Book appointment
3. Revert work hours after booking

Subscription limit reached

Workaround: Enable overage temporarily.

Go to Settings → Subscription → Allow Overage (toggle ON).

Note: You’ll be charged €0.35 per appointment over limit.

Performance slow

Workaround: Use filters to reduce data loaded.

• Dashboard: Select shorter date range (last 7 days instead of 30)
• Appointments: Filter by status (CONFIRMED only)
• Clear browser cache: Ctrl+Shift+Delete

Self-Service Resources

Before and while waiting for support:

Documentation

Complete user manual with guides, tutorials, and API reference.

FAQs

Answers to 30+ most common questions.

Troubleshooting

Step-by-step debugging for frequent issues.

Video Tutorials

Coming soon - Visual guides for key workflows.

Feedback and Feature Requests

We welcome feedback and feature requests even if not an “issue”.

How to submit:

1. In-app feedback: Click Feedback button (top right) in dashboard
2. Email: [e-mail]
3. Community forum: Coming soon

What to include:

• Use case: What are you trying to achieve?
• Current limitation: What prevents you from doing it?
• Proposed solution: How would you like it to work?
• Impact: How many users/clinics would benefit?
• Workaround: Are you using a temporary workaround?

Example:

Feature Request: Bulk appointment creation

USE CASE:
We run group classes (yoga, pilates) with 10-20 people.
Currently, I have to create 20 individual appointments manually.

CURRENT LIMITATION:
No way to create multiple appointments at once.
Takes 5-10 minutes to book a single class.

PROPOSED SOLUTION:
- Add "Group Appointment" feature
- Select multiple patients from list
- Create all appointments with one click
- Send bulk WhatsApp notifications

IMPACT:
- Would save 1 hour per day for our clinic
- Fitness centers, language schools would benefit
- Estimated 30% of clinics run group activities

WORKAROUND:
Currently creating appointments one by one.
No good workaround available.

Feature requests are prioritized by:

1. Number of clinics requesting it
2. Impact on workflow efficiency
3. Technical feasibility
4. Alignment with product roadmap

Vote on existing requests in the community forum (coming soon).

Privacy and Data Security

When sharing information with support, ensure compliance with GDPR and data protection laws.

Best practices:

• Anonymize patient data: Use “Patient A”, “Patient B” instead of real names
• Redact phone numbers: +34612**** instead of full number
• Blur sensitive info in screenshots (use annotation tool)
• Don’t share passwords or API keys (we’ll never ask for these)

What support CAN access:

• Your clinic configuration (services, work hours, resources)
• System logs (backend errors, API calls)
• Anonymized usage statistics
• Stripe subscription status (with your consent)

What support CANNOT access:

• Patient personal data (names, phones, emails) without explicit authorization
• Your password or login credentials
• Payment methods (we only see last 4 digits)
• WhatsApp conversation content (only metadata like timestamps, tool calls)

If support needs to access patient data for debugging, we’ll:

1. Ask for explicit written consent
2. Limit access to minimum necessary data
3. Delete/anonymize data after issue resolution
4. Provide audit trail of access

Data Protection Policy

Read our full privacy and data handling policy: [e-mail]