What to include in your support ticket
Give us the facts up front so we can work on the issue without back and forth. Include the affected user name, company name, app or login name, and a short description of what happened. If the issue is affecting a team in Johannesburg, Pretoria, Durban, Gqeberha or a remote user, say so clearly. That helps us check whether the problem is local to one account or affecting several people.
Useful details to add:
- Date and time the issue started
- What the user was trying to do
- Any error message or warning shown on screen
- Whether the issue affects one user or the whole team
- Any recent changes such as password migration, new starters, or offboarding
Steps to log a ticket through the enquiry form
Open the enquiry form on our contact page and choose the support option if one is shown. Add a clear subject line such as password reset failing, SSO login loop, or vault access not working. Then describe the problem in plain language. Keep it short but complete, and mention if staff are working from the office, from home, or moving between sites.
Before you submit, check that you have entered the right company name and contact person. If the issue is urgent, say what is blocked, for example payroll access, shared admin login, or a client portal that staff need for the day.
- Use one ticket per issue where possible
- Do not send the same issue in several forms
- Add screenshots only if they show the exact error
- State if load-shedding or a power cut may have interrupted sign-in
When to log a password issue versus an access issue
Many tickets look similar, but the fix can be different. If a staff member cannot remember a password, or a login keeps failing for one application, log it as a password issue. If the person can sign in but cannot reach a shared vault, admin panel, or business system, log it as an access issue. That helps us put the right specialist on it.
For small teams, this matters when permissions change after onboarding or after a staff member moves role. It also helps when an offboarding process was completed and someone still needs access removed from a shared tool. Clear wording saves time for everyone.
Information that speeds up SSO troubleshooting
If your team uses single sign-on, the problem may sit with the user account, the app connection, or a permission mapping rule. Tell us which application is affected, what device the user is on, and whether the issue happens every time or only once in a while. A ticket that says "cannot log in" is harder to work with than one that says "user signs in to 1Pass but is redirected back to the login screen for the payroll app".
If possible, include:
- The user role or department
- Whether the user is new or already onboarded
- Any recent changes to permissions
- Whether the issue happens on benchtop and mobile
- Whether other users can access the same app
What happens after you submit the ticket
Once the form is sent, our support team reviews the details and assigns the ticket to the right person. Depending on the issue, that may be our Technical Support Lead, Implementation Specialist, Security Engineer, or Customer Success Lead. If we need more information, we will come back through the same enquiry channel, so keep an eye on your message trail.
Most tickets are worked on remotely, which suits teams in Cape Town as well as branches in Gauteng, KwaZulu-Natal, the Eastern Cape, and smaller towns outside the main metros. If the issue is linked to onboarding, migration, or quarterly access reviews, we may ask for a little more context before making changes.
Common issues we can help with
Support tickets can cover quick fixes and process problems. We also help when a team wants to tidy up vault structure, remove old access, or adjust how users are grouped after staff changes. If your business has outgrown a simple shared password list, this is the right place to ask for help.
- Login failures and password resets
- SSO setup and application access errors
- Vault structure and permission questions
- Password migration checks
- Offboarding and access removal issues
- Training follow up for admins or end users
We keep the focus on practical fixes, clear next steps, and keeping your team moving. If a matter needs a deeper security review or a wider rollout plan, we will guide you from there.
