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Help Center

The Help Center provides comprehensive support and troubleshooting options within the roclub app. Here, you'll find self-help resources as well as direct support from our team. The Help Center menu includes the following options:

Knowledge Base

The Knowledge Base contains a variety of articles that answer frequently asked questions and provide detailed instructions for using the roclub app. You can search for specific topics and learn about various features and issues.

Submit Ticket

If you encounter a problem that cannot be resolved through the Knowledge Base, you can submit a ticket. This allows our support team to address your issue promptly.

How to open a ticket

  • Where to create a ticket:
    • From an ongoing session: Click the "🛠️ Report issue" button in the lower right corner to create a ticket directly.
    • From the scanner calendar/scanner map: After completing a session, you can report a problem via the calendar view or the scanner map.
    • From the roclub app: Go to "Help Center" and select "Submit Ticket" from the app or roclub Academy.
  • How to fill out a ticket:
    • Accurately describe the issue: Provide as much detail as possible about the problem.
    • Include contact information: Add your phone number so that support can reach you if needed.
    • Automatic data: Some information, such as the connector ID, is usually pre-filled automatically.

Activate Support User

The Activate Support User feature allows the roclub support team to gain temporary access to your organization in order to assist you directly and live in resolving issues.

How to enable the Support User

  1. Go to the Help Center and select "Activate Support User."
  2. Under "Settings" in the drop-down menu, choose the maximum access time (typically 1 hour).
  3. Click "Activate."
  4. You will now see a red dot and "Support user activated" in the left menu.
  5. If needed, you can end the access prematurely by selecting "End access."

The roclub staff member can now connect to your organization and provide live assistance. The activation details, including the remaining time, will be displayed.

Updates

In the Updates section, you can find information about the latest updates and changes to the roclub app. All relevant enhancements are documented here to keep you informed about the newest features and bug fixes.