What steps should I take to try and resolve an issue myself before contacting Certain's product support team?
steps to try to resolve an issue myself before contacting product support
Try self-service first: search the Help Center and use the Certain Support Chat Bot for step‑by‑step guidance, and gather clear reproduction details (screenshots, error text, timestamps, browser) before opening a ticket. If the bot can’t resolve it, open a ticket through the chat and include the event URL and any affected attendee info or raw QR code data for Touchpoint issues.
Supporting steps and tips
- Use self-service resources: online help files, knowledge base articles, tutorials, and user guides. Certain Support AI Chat Bot and Certain Product Support.
- Access the chat bot from inside the Certain platform (navigate to any page after login, click the speech‑bubble icon in the top‑right). The bot has full access to Help Center content and can open tickets for you. Certain Support AI Chat Bot
- Phrase questions as “how‑to” requests and include the feature name (for example, “Touchpoint registration form” rather than “registration”). If prompted, choose “Software usage instructions” to get the best results.
- Reproduce the issue and collect key details to speed resolution: exact steps to reproduce, expected vs actual behavior, screenshots or video, full error messages, browser/OS, timestamps, event URL, affected attendee name/email, and any recent changes. For Touchpoint QR/lead issues include the raw QR value if possible. Troubleshooting Unknown Lead Errors
- Try basic local fixes first: clear cache, try an incognito window, use a different browser or device, confirm user permissions, and verify integrations (API keys, CRM connections) are active.
- Check release notes and system status if you suspect a recent change or outage. Ask the chat bot “What are the latest release notes?” per the bot guidance. Certain Support AI Chat Bot
- Special cases: if you expect a registration spike, gather event name, go‑live date/time, and expected registrations before contacting support so product support can advise capacity settings. Form Setup (Attendee/Registration Form)
- If self‑help fails, open a ticket through the chat bot (required route for new tickets since April 20, 2026) and include all collected details to help the support team classify severity and investigate quickly. Certain Product Support
Which Certain product and specific feature are you troubleshooting right now (Event Platform, Touchpoint, Signal, Event Advisor, etc.)?