Get support and report a portal issue

1. Check the existing record first

Refresh the affected page and confirm company, filters and operation status. An unfinished flight, future schedule, pending delivery or stale filter can look like missing data.

If a paid action may already have completed, inspect its record and finances before submitting it again.

2. Open a support ticket

Go to Support Hub, then New Ticket or Open a Ticket. Check My Tickets first so you do not duplicate an existing report.

1. Choose the relevant category and a proportionate priority.
2. Write a specific subject, such as “Verified route missing from schedule builder”.
3. Describe the steps in order.
4. State the expected and actual results.
5. Include the page, approximate time and timezone, company and relevant aircraft, route, flight or contract ID.

3. Attach useful evidence

Use screenshots that include the affected control and its message. For connector issues, include simulator, operating system and connector version. Add logs only when relevant and within the form's displayed file limits.

Remove passwords, session tokens, pairing codes and private webhook or overlay links. Do not hide the useful record identifier while leaving a credential visible.

4. Submit and keep the reference

Select Submit Ticket and wait for confirmation. Keep the ticket reference and inspect it through My Tickets or Track a Ticket, as available.

Reply to the existing ticket with new evidence or changed status. Multiple tickets for the same issue make it harder to follow the complete history.

A report structure you can follow

• Task: what you were trying to do.
• Steps: the controls used in order.
• Expected / actual: the difference.
• Record and time: IDs and timezone.
• Evidence: exact error and relevant attachment.

Use the Wiki and available support help for routine workflows; use a ticket when a specific operation is failing or its result cannot be explained.