This article explains how to use our support portal to submit and track support tickets, register an account, and manage users within your organisation. Follow the steps below to learn how to access support, monitor ticket progress, and collaborate with your team efficiently using the portal.
Submitting a ticket is the fastest way to contact the support team.
Steps:
Go to the support portal.
Click Submit a Ticket.
Complete the form with details about your issue or request.
Attach any relevant files or screenshots.
Submit the ticket.
After submission, you will receive a confirmation email with a ticket reference number.
You can view ticket updates and respond to support directly in the portal.
Steps:
Log in to the support portal (or use your email adress if not registered).
Navigate to My Tickets.
Select the ticket you want to view.
You can review the ticket status, read responses, and add replies if needed.
You don’t need an account to submit a ticket, but creating one is recommended to track tickets, manage your organisation, and control user access more easily.
With an account, you can:
View all tickets in one place
Reply to tickets more easily
Join or manage an organisation
Control user access and permissions
Steps:
Click Login in the support portal, then select Register now if you don’t have an account yet.
Follow the on-screen instructions to create your account.
An organisation allows multiple users to manage support under one account.
Depending on your role, you can:
View organisation tickets
Respond to tickets
Manage users and permissions
Managers can invite users to join their organisation.
Steps:
Log in to the support portal.
Click on your Profile and under a dropdown select Organisation.
Under tab Users.
Click on Invite User, enter the user’s email address and assign a role.
Invite User.
The user will receive an email with link to join.
User roles determine access within an organisation.
Managers have full access.
They can:
Add, remove, and manage users
Assign roles
View and reply to all organisation tickets
Users have limited access.
They can:
Submit tickets on behalf of the organisation
View and reply only to their own tickets
If you are unable to access the portal and receive a message that your IP address has been banned, this is usually temporary.
This typically happens if:
An incorrect password is entered too many times
The CAPTCHA is completed incorrectly multiple times
For security reasons, the system automatically blocks access for a short period.
What to do:
Wait 10 minutes and try again.
In most cases, the IP address will be automatically unblocked after 10 minutes.
If you are still unable to access the portal after waiting, please send a request to podpora@soluma.eu, and our team will unblock it for you.
That’s it! You’re now ready to use the support portal to submit tickets, track updates, and manage your organisation efficiently.
