Getting in the first time
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Look for your invitation email
It comes from ChangeFluent Support and contains a link that is yours alone. We create the account for you, so there is no sign up form to fill in.
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Follow the link and choose a password
The link works once and expires after 7 days. If it has already expired, ask us and we will send a fresh one.
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You are in
You land straight in your support area. Nothing to install, and no WordPress account to manage.
Finding it again
Go to changefluent.com/support and sign in. It is also linked at the bottom of every page on our website and from our contact page.
If you have forgotten your password, use the forgotten password link on the sign in page rather than asking us to reset it. It is quicker for you.
Raising a request
Press Raise a request. We ask a few things, and none of them are hard.
- What kind of request it is A question, something is not working or a change request. If you are not sure, pick the closest one. We will sort it out.
- What it is about Bookings and scheduling, Website, Hosting, Email and domains or Something else.
- A short summary One line, the way you would say it out loud.
- The detail What you were doing, what you expected, and what happened instead. If there is an error message, paste it in. The more specific you are, the fewer rounds of questions it takes.
You can attach a screenshot, and it helps more than any description. JPG, PNG, GIF, WEBP and PDF files, up to 10MB each, 5 at a time. Only people who can see the request can open them.
What happens next
Your request gets a reference of its own and we are told about it straight away. You get a confirmation email, and another one each time we reply, with a link that takes you back to that exact request.
Every request is read by a person. If something is going to take a while, we will say so rather than leaving you wondering.
Replies by email do not reach us
Our emails tell you what has happened, but they are not a way back to us. Open the request and reply there, so the whole conversation stays in one place and nothing gets lost in an inbox.
What the statuses mean
| Status | What it means |
|---|---|
| Received | It has arrived and is in the queue. Nobody has picked it up yet. |
| Being looked at | Somebody is working on it. |
| Waiting on you | We have replied and need something back from you before we can go further. |
| Resolved | We think it is sorted. If it is not, reply and it reopens automatically. |
| Closed | Finished and filed. You can still read it any time. |
Worth knowing
- Your colleagues see your requests, and you see theirs Everyone from your organisation shares one view, so two people do not report the same thing twice and anyone can pick up where a colleague left off.
- Keep one request to one thing Two unrelated problems in one thread get tangled. Raise them separately and each one can move at its own pace.
- A closed request stays readable If something comes back later, raise a new request and quote the old reference. We will have the history in front of us.
- Nothing is a silly question What people ask is what decides which guides we write next, so asking helps the next person as well as you.
Not sure whether something counts as support?
Raise it anyway. If it turns out to be a piece of work rather than a fix, we will tell you what is involved before anything happens.