Including the relevant information in your support request helps the Impirica Support Team resolve your issue as quickly as possible. This article covers what to send us, listed by the kind of issue you are reporting.
What to include in every request
- A clear description of the problem and what you were doing when it happened.
- Any error messages, quoted as they appear on screen.
Impirica App issues: tablet and device problems
- The tablet model, for example, iPad 9th generation or Samsung Galaxy Tab A8.
- Whether the issue occurs on one tablet or all tablets.
- Screenshots or a screen recording, if you can capture the issue.
Assessment and participant issues: Vitals, DCAT, CORE, or DORE
- The participant Web ID.
- The name of the dataset where the participant was created.
- The assessment type affected: Vitals, DCAT, CORE, or DORE.
Login and account issues: cannot log in
- The specific error message you see.
- Whether the issue is happening on the Impirica Portal, the Impirica App, or both.
Publishing and sync issues: assessment stuck on pending
- The participant's Web ID, if available.
- A screenshot of the pending screen with any personal information redacted.
How to submit your request
- Submit a ticket by clicking "Add Ticket" at the top right of the Impirica Knowledge Base.
- Send us an email at [email protected]
- Call us at 1-780-628-3641 ext. 1, or toll free at 1-855-365-3748 ext. 1.
- Use the chatbot, available on the Impirica Knowledge Base and the Impirica Portal.
The Impirica Support Team aims to respond within one business day.
If you have any questions or require additional assistance, please contact us!
- Submit a ticket by clicking "Add Ticket" at the top right of the page.
- Use our chatbot by clicking "Need Help" at the bottom right of the page.
- Send us an email at [email protected]
- Call us at 1-855-365-3748 ext. 1.