How to Contact Support
Default Knowledge Base
FAQs
Created by: Dennis Velasco
Last edited:

Feature Availability: ALL PLANS

At Prosperna, our goal is to help you succeed.

We have a broad range of support resources such as our Knowledge Base, in-app chat, and support channels on Facebook and YouTube.

In the event that you don't find the answers that you're looking for, you can submit a support ticket to our team via email.

Why it's important? Our support team is dedicated to helping customers find answers and resolve their problems.

Note: Our support operating hours are Monday to Friday from 8 AM to 8 PM (Manila Standard Time). 

Summary

Methods to Report an Issue

1. Send an email to: [email protected]

Recommended For: Critical and urgent issues that require formal documentation

Follow this format, for a faster and better quality of support:

Subject:   <Store Front OR Admin Panel> | <Main Issue>

Content: Please provide the following details

  • Basic Information - your name and contact details to let us know who you are
  • Website URL/Link - let our team know which page needs attention or where to go
  • Description - tell us what happened and be as detailed as possible
    • Your device model, internet connection and browser type
    • What you were doing while inside the app 
    • The issue that occurred and what your expected outcome was
  • Attachments - send us screenshots or screen recordings to help us recreate the issue
  • Customer Success Manager - Prosperna staff who helped you setup your account

Note: Submitting a support ticket with incomplete details may take longer to resolve.te:

2. Use the In-App Chat

Recommended For: Quick "how-to" assistance from our team in real-time.

You can access our chat support team from our website, the login page or any page after logging in, on the bottom left corner of your screen.

  1. Click on the message icon 
  2. Select the "Help Center" button
  3. In the event, you don't find your answer, select the "Ask a Question" button
  • You have the option to send an email,
  • Or if we're online, you can talk to a representative in real time.

3. Send a Message on Social Media

Recommended For: Less critical concerns or suggestions

You can reach us on our socials to ask questions, get partner referrals, for quick follow-ups, or if you have any suggestions that would help us improve our products and services.

Feel free to leave a comment or message on any of our social media channels:

 

Need more help?

For more information and assistance, please send an email to [email protected] or click here.

 

 

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