Getting support
When something goes wrong with Repave and the documentation does not answer it, raise a support ticket. Tickets go to the Repave support team, and you can see what became of each one.
Raise a ticket
Go to support.repave.ai, or choose Support at the bottom of any page in Repave — it sits next to the version number, which is worth putting in your ticket. The support site opens in a new tab, so you keep your place.
The documentation is one click away too: choose Help at the top right of any page.
The support site is on the internet. If your Repave installation has no internet access, raise the ticket from any device that does, or email support@repave.ai. Help still works either way, because the documentation is built into your installation.
Signing in needs no password
Enter your email address and choose Email me a sign-in link. We send you a link that signs you in; there is no password to choose or remember. If you have not used the support site before, the same link creates your account.
The link expires after an hour and works once. If you open it and it has expired, ask for a new one from the same page.
You may open the link on a different device from the one you asked for it on — reading the mail on your phone, for example. When you do, the site asks you to type the address you used, and then finishes signing you in.
Signing in to the support site does not give you access to Repave itself, and does not change any account you already have.
What to put in a ticket
A ticket has a subject, a category and a description.
| Category | Use it for |
|---|---|
| Bug | Repave did something wrong, or stopped working |
| Question | You are not sure how something is meant to work |
| Access | Somebody needs access, or has lost it |
| Something else | Anything the other three do not cover |
In the description, say what you expected, what happened instead, and any error message you saw. If the problem started after an upgrade, say which version you were on before — it is usually the fastest route to a cause.
When you submit, the site gives you a four-character reference such as A7F2. Quote it if you get in
touch about the same problem another way.
Following a ticket
Your tickets lists everything you have raised, newest first, with its status:
| Status | What it means |
|---|---|
| Open | We have it and have not started on it yet |
| In progress | Somebody is working on it |
| Resolved | We believe it is finished |
Opening a ticket shows what you submitted. You can only see your own tickets.
We reply by email. Replying inside the site is not available yet.