What to do when you face an issue on our platform?

Running into an issue can be frustrating, but there are clear steps you can take to resolve it quickly and efficiently.

Here's how to proceed.

1. Start by Searching Articles

Before reaching out to support, it’s a good idea to check existing documentation or help articles. Do this either by clicking the Chat Button and choosing the Articles-tab, or here support.wiraya.com.

Why this helps:

• Many common issues are already documented with step-by-step solutions
• It’s usually the fastest way to get an answer
• You can learn best practices and avoid similar issues in the future

How to search effectively:

• Use clear keywords related to your issue
• Try different variations of the same query
• Look for articles with screenshots or examples that match your case

2. Gather Relevant Information

If you can’t find a solution, prepare useful details before contacting support.

Include things like:

• A clear description of the issue
• Steps to reproduce the problem
• Screenshots or screen recordings
• Error messages (if any)
• Time and environment (browser, device, etc.)
• UUID's of objects

Of course it's also our responsibility to ask the right questions, but well-prepared information helps resolve your issue faster.

3. Contact Support

If the issue persists, reach out to support.

When to contact support:

• You couldn’t find a solution in the articles
• The issue is blocking your work
• You suspect a bug or unexpected behavior

Best practices when contacting support:

• Be as specific as possible
• Include all relevant details upfront
• Mention if you’ve already tried certain solutions

4. Follow Up and Learn

After your issue is resolved:

• Review the solution provided
• Save useful articles for future reference
• Share learnings with your team if applicable

Summary

1. Search articles first
2. Gather key information
3. Contact support if needed

Following this approach ensures you get help quickly while making the process smoother for everyone involved.

Updated on: 21/04/2026