# Getting help in Prevarro

> Open the Help panel from any screen to search the help articles, read the ones for the screen you're on, and check what needs attention in your account.

*This article is being updated.*


Help is built into Prevarro. It opens beside the screen you're on, so you don't lose your place.

## Open Help

Choose **Help** in the sidebar or **Get help** in the top bar. On a phone, **Get help** is the question-mark button in the top bar. Both open the same **Help** panel. To close it, choose either again, press Escape, use the close button, or select anywhere outside the panel. On a phone, the panel fills the screen, and **Back** at its top closes it.

## Search the articles

Type in **Ask a question or describe the problem**. The articles that match appear under **Articles** as you type. If none do, the panel reads **No articles match your search**.

Select an article to read it in the panel. Choose **Back to Help** to return to your search. A link in an article that goes to a screen in Prevarro takes you there and closes the panel.

An article marked **Being updated** describes a screen that has changed since it was last checked. It may not match what you see until it's been updated.

If the articles don't answer it, choose **Send your question** under the results. Help closes and a new conversation with Prevarro support opens, with what you typed already in it, ready to send.

## Talk to a person

**Contact support**, below the articles, holds three ways to reach Prevarro support: **Talk to a person**, **Your conversations** and **Report a bug**. An article you open ends with **Still need help?** and **Talk to a person**, so you can ask without going back.

Choose **Talk to a person** to start a new conversation with Prevarro support. We reply within 1-2 business days. During support hours someone may answer you in the conversation; outside them, the conversation says when to expect a reply. If your business has a work email for you, replies also reach you there.

Your conversation tells support which business you're in, your role and plan, the screen you were on, and any checks you just ran. It never includes the details of your records.

## Your conversations

Choose **Your conversations** to see the conversations you've had with support in this business, and to reply to any of them. If you work in more than one business, each has its own list.

## Report a bug

If something in Prevarro isn't working as it should, choose **Report a bug**. It opens a new conversation that support knows is a bug report. Say what you did, what you expected and what happened instead.

If **Talk to a person**, **Your conversations** and **Report a bug** aren't there, **Contact support** and **Still need help?** show **Need help? Email support@prevarro.com** instead. We reply to email within 1-2 business days too.

## On this page

When you open Help from a screen that has articles written for it, they're listed under **On this page**, so you don't need to search. A screen with no articles of its own doesn't show the list.

## Check my account

On some screens, Help also runs **Check my account**: it looks for records in that area that have failed or are held up, and lists them newest first. Each says what went wrong, with a link to fix it and an article about it where there is one. It checks only what you have access to.

- On **Contacts** and **Opportunities**, it checks emails that failed or are stuck.
- On **Payments**, it checks your business's payments account first, then the payments that failed or are held up.
- On **Capture**, it checks held submissions that were refused when they were tried again, then submissions still being retried or that didn't land.
- On **Appointments**, it checks booking messages, such as confirmations and reminders, that weren't sent.
- On **Automation**, it checks automation runs that are held.
- On **Settings → Data**, it checks imports that failed.
- On **Settings → Users**, it checks invitations that need attention.

If nothing is wrong, it reads **Nothing needs attention here.** If it reads **We couldn't run the checks.**, choose **Try again**.

## Why? beside a status

**Why?** appears beside a record that has failed or is held up:

- an email in a contact's or opportunity's activity;
- a payment;
- a Capture submission;
- a booking message that wasn't sent, in an appointment's **Activity** tab;
- a held automation run;
- an import on **Settings → Data**;
- an invitation that hasn't been accepted, on **Settings → Users**.

Select **Why?** to see the cause right beside the record, with a link to fix it where there is one. Its article link opens the article in **Help**. If it reads **We couldn't run the check.**, choose **Try again**.

## Support access and your Support PIN

If you're the Owner, Help also shows **Support access** with your business's **Support PIN**. Quote the PIN when you contact Prevarro support. Choose **Manage support access** to open the **Support access** card in **Settings → General**. There you can:

- choose **Grant access** to let Prevarro support see what it needs to help, for the time you pick under **Access for**, with an optional **Reason**;
- choose **Revoke** to end support's access at any time;
- choose **Regenerate** to get a new Support PIN. The old one stops working.

If support asks to make a change, the card says what it is, and nothing happens until you confirm.