Ask UX Robot support

When something does not work, or you have a question about UX Robot or your plan, ask UX Robot support from inside UX Robot. Anyone signed in can, on every plan.

1. Select Support in the sidebar or your account menu, then New request. On an audit or a journey, Need help with this audit? (or journey) opens the form about that page, and the Your turn window has Ask UX Robot support too.
2. Choose the organisation it is about, if any, and what it is about: something not working, a question, billing or your plan, or an idea.
3. Write what you were trying to do and what happened. Attach up to five screenshots or PDFs of up to 5 MB each.
4. Select Send request. The request gets a number, such as SR-12, and we email you to say it has arrived.

So we do not need to ask, the request carries your plan, the organisation, the audit or journey you asked about and how its run stands, whether your agent is connected and your browser. The form lists exactly what is sent before you send it.

• Support lists your open and closed requests, with those waiting for you first. Each shows Waiting for UX Robot, Waiting for you or Closed.
• When we reply, you get an email with the answer. Reply to that email, writing above the quoted text, or open the request and reply there, with more files if you need them.
• When everything is sorted, select Close request: it is sorted. Replying to a closed request opens it again.
• A request waiting for you that stays quiet for a week gets an email saying it will close in another week. Reply to keep it open.

The person who sent it, and everyone who can edit its organisation: its owner, admins and UX engineers. Each of them can reply and close it. A request about no organisation is seen only by the person who sent it. We email the person who sent it, and anyone else who has written in it, when we reply.

Never include a password, an API key, a session cookie, a two-factor or recovery code, or a card number: we never need them. Files are kept privately with the request and open only for the people who can see it. We do not promise reply times, and we reply as soon as we can.