Properly prepare your support request
The information to gather before writing to get a precise and quick response.
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.
Always include your support ID, visible in your profile. It allows your situation to be found immediately and significantly speeds up processing.
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.
What to include in your message
- Support ID
- Available in your profile. It is the most useful piece of information to find your account without disclosing any sensitive data.
- Precise description
- What you wanted to do, what happened, and what you expected instead.
- When and where
- How long the issue has lasted, and on which app screen it happens.
- Device and version
- Web or iPhone/iPad, and the app version if you know it.
- Screenshot
- A picture is often worth a thousand words, especially for a message shown on screen.
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: I was trying to reconnect my bank, an expired consent message appeared, and the synchronization did not restart. This simple format is almost always sufficient.
| Unhelpful request | Effective request |
|---|---|
| It does not work | My bank no longer synchronises since yesterday, expired consent message |
| The app is buggy | The app closes when I open the Analyses screen, on iPhone |
| I cannot see my money | My balance shows 50 less than my bank, I think it is pending transactions |
What you should never send
Never share your banking credentials, password, backup codes, or recovery key. The team will never ask for them. Your support ID is enough.
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.
- Nory assistant: immediate answers to everyday questions.
- Contact form: for a request handled by the team.
- Bug report: to describe abnormal, reproducible behaviour.
- Help centre: 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.
With your support ID to hand.