The Support Portal
Should you require further assistance beyond the information available in our Help Centre, our Support Team is here to help.
As a Scrive customer, the most efficient way to get in touch is via our Support Portal. Here, you can raise a ticket for any questions or issues you may encounter and track the progress of your enquiry in real-time.
Simply log in to our Support Portal to get started, and we will get back to you as soon as possible.
Log in to the Support Portal
To access our support services, please log in using your credentials. If you are a first-time visitor, you can easily create an account by clicking "Sign up with us" at the top of the login area.
How to log in:
Email & Password: Enter your registered email address and password in the fields provided.
Single Sign-On: For a faster experience, you can use the "Continue with Google" option.
Forgot your password? Click the "Forgot your password?" link below the login button to receive a reset link via email.
Once logged in, you will be able to submit new requests and track existing tickets.
Submit a ticket in the Support Portal
Once you have logged in to your account, you are ready to submit your request. Follow these simple steps to get started:
Open the Form: Click the "Submit a ticket" button located in the top right corner of the page.
Select Issue Type: Use the dropdown menu under "Select issue type" to categorise your request.
Choose Category: Pick the option that best fits your needs:
Report an issue: Use this if something isn't working as expected.
Ask a question: Use this for general enquiries or guidance.
Add information to the support ticket
To help our Support Team resolve your case as efficiently as possible, please ensure you fill in all required fields in the form. Along with your Subject and Description, please include the following details where applicable:
For all requests:
Be Detailed: Describe your question or issue with as much context as possible in the text area provided.
Attachments: Use the "Attachment" feature to upload screenshots of error messages, specific fields, or anything that clarifies the situation.
When reporting a technical issue, please specify:
Product Details: Which Scrive product are you currently using?
IDs: Provide any relevant Document IDs or Transaction IDs.
Environment: Which browser are you using (e.g., Chrome, Safari, Edge)?
Timeline: When exactly did the issue occur?
Scope: Does this affect only you, or are other users experiencing the same thing?
Troubleshooting steps already taken: To save time, please let us know if you have already tried the following:
Testing in Incognito/Private mode.
Switching to a different device or browser.
Clearing your cache and cookies or performing a hard refresh.
Manage support tickets
After submitting your request, you can easily monitor its progress and communicate with our Support Team through the portal.
How to track and find your requests:
View All Tickets: Click on the "Tickets" tab in the top navigation bar to see a complete list of your submitted cases.
Search: Use the "Search your tickets here..." bar to quickly find a specific case by typing in keywords or a ticket ID.
Filter and Sort: Use the "Status" dropdown to filter by "Open or Pending" and the "Sort by" menu to arrange tickets by "Date Created".
Export: Click "Export Tickets" if you need to download a summary of your ticket history.
Interacting with a ticket:
Stay Updated: Click on any ticket in your list to see its full history.
Email Notifications: You don't need to check the portal constantly; you will receive an email notification as soon as a support agent replies to your ticket.
Communicate: In the ticket view, you can read replies, add new comments, or attach more files if needed.
Closing a Ticket: Once your issue is fully resolved, you can close the ticket directly in the portal.