Contacting support
How to reach a person, what to include, and what we can see.
Open Support in the application to start a ticket. It carries your organization and plan automatically, so there is no need to explain who you are.
What to include
- What you were trying to do. - What happened instead. - The id of the fax, document or exchange involved. Ids are safe to send — they identify a record without revealing its contents.
What not to include
Do not paste document contents, patient names or clinical detail into a ticket. We do not need them to diagnose anything, and a support thread is not the right place for them.
What support can see
Your tickets, your organization's plan and status, and your fax and document metadata — statuses, page counts, timestamps, error reasons. That is almost always enough.
Support cannot open your documents. If a problem genuinely requires it, you will be asked to grant access explicitly: it expires on its own, and every use appears in your own audit log. If your organization has support access switched off, we cannot ask at all — and will work from metadata instead.
This is about /app/support in the application. You will need to be signed in.
Last reviewed 2026-10-28. Help articles live in the VitalFax repository and are changed alongside the behaviour they describe, so an article and the product cannot drift apart unnoticed.