Getting help with an assessment
Use Contact for accounts and billing. Use assessment support only for a specific run.
Contact vs assessment support
| Situation | Where to go |
|---|
| You do not have an assessment yet | Contact |
| Account, access, invite, or billing | Contact |
| Something wrong inside a specific assessment | Support in the assessment’s top bar |
Assessment support attaches to that assessment. It is not “how do I get an account?”
Ask for assessment support
Open the assessment and choose Support. Say what you expected, what you saw, and which phase (P1–P9).
The assessment freezes. You can still open it to read it. Changes are not saved until the case is finished.
Where you see the case
| Place | What it shows |
|---|
| Open assessments | Locked for support, at the top of the list |
| Profile → Support cases | The same frozen assessment. After support returns it, Review the fix |
| Profile → Assessments | Your assessments, including the locked one. Rename a row if several share the same title |
Support works on a separate copy. That copy is not the assessment you continue.
What happens next
- Support claims the case and edits a copy.
- Support returns that copy to you.
- On your assessment, marked Response, or from Profile, preview the changes and accept or reject. Your assessment stays yours. It is marked Locked for support until that response arrives.
Accept archives the assessment you sent and opens a new version with the support changes. Reject leaves your assessment as it was and unlocks it. Either decision removes the support copy. A later issue is a new support request.
Next: Your assessments and data · Tokens and billing