Getting help

You can raise a support request without leaving the portal. Unifd fills in who you are, and — when you start from a problem rather than from scratch — which record you were looking at, so you do not have to describe it from memory.

The help button

Once you are signed in, a help button sits in the bottom-right corner of every page. It is not on the sign-in screen. Select it and a short form opens: a subject, a description, and a few details Unifd has already filled in for you.

What is filled in for you

Three details about your account arrive on the form already completed and greyed out: your business, the workspace you were in, and your role.

They are greyed out deliberately. You can see exactly what is being sent, but you cannot change it — which means a request always reaches the right place, and the Unifd team never has to ask you which workspace you meant. If you are not sure which workspace you were in, see Your workspace.

Nothing about your orders, products or customers is attached unless you started from a specific record.

Reporting a problem with an order

An order that cannot be sent shows an error card, and that card carries two actions. They send different amounts of information, and the difference is worth knowing.

Contact support opens the form already written for you. The subject names the order, and the description carries the order number, its canonical ID, the integration it was going to, and the state it is in. Add what you were doing and what you expected to happen, then send it.

Copy support bundle copies a fuller diagnostic bundle to your clipboard, including the record’s underlying data. Paste it into the request, or into an email.

Use Contact support first — it is quicker, and the identifiers in it are enough for the Unifd team to find the record. Reach for Copy support bundle when you are asked for more, or when you want the team to see the data itself. The split is deliberate: a support request carries identifiers only, so the detail is shared when you choose to share it rather than every time.

If Contact support is not available, a message says so and asks you to use Copy support bundle and email it instead.

Copy support bundle appears on the error card whether or not the help button is available, so it is always a way through.

Before you ask

Two things resolve most problems faster than a support request, and both are worth a look first.

Check you are in the right workspace. Every list in the portal shows only the workspace you currently have selected, so a missing pipeline or run is often a missing workspace rather than a missing record.

Read the error itself. Most sync failures are caused by data in your source system, and the error card says which — see Working through problems for orders, and the Statuses reference for what each state means.