Properly prepare your support request

A well-prepared request means a faster and more accurate response. In just a few minutes, you can gather the elements that allow the team to understand your situation immediately, without unnecessary back-and-forth. This page explains what to provide and how to describe a problem effectively.

Useful information to gather

The more precise your message, the fewer follow-up questions the team will need. Here are the elements that save the most time.

Describing a problem effectively

A good description often follows three steps. First, what you were doing, then what happened, and finally what you expected. For example: <em>I was trying to reconnect my bank, an expired consent message appeared, and the synchronization did not restart.</em> This simple format is almost always sufficient.

What you should never send

Which channel to use

Several options exist depending on your needs. For a quick question, the Nory assistant often responds immediately. For an issue requiring the team’s intervention, the contact form is the most suitable. And if you think you’ve found abnormal behavior, the bug report is designed for that.

• <strong>Nory assistant</strong>: immediate answers to everyday questions.
• <strong>Contact form</strong>: for a request handled by the team.
• <strong>Bug report</strong>: to describe abnormal, reproducible behaviour.
• <strong>Help centre</strong>: to find the answer yourself, like here.

After sending

Once your request is sent, keep an eye on the email address linked to your account, as the response will arrive there. Remember to check your spam folder if nothing appears. If you find new useful information in the meantime, feel free to add to your message rather than opening a new one.

Open the contact formWith your support ID to hand.