Getting help: who to contact and what to include
Updated 3 min read
Start with your agent. Your agent knows your campaign and can fix most things directly: resend a link, correct an email address, change an item or release a payment.
| You are | Contact first | Then |
|---|---|---|
| A seller | Your agent, on a phone number or email you already have | The round help button on your payment page, or ask your agent to use the help form |
| Agency staff | A colleague with the right role (see below) | The help form, or the round help button |
| A supplier | The agent or agency you're working with | The help form, or the round help button |
Where a VPA Connect screen says "contact support", follow the same order: your agent first, then the help form.
The round help button in the bottom-right corner of every page lets anyone, sellers included, search these guides and send the VPA Connect team feedback with a marked-up screenshot or a screen recording. See The help button.
Agency roles that can help: only staff with the Accounts role, an Admin or the Director can release or reject a supplier's payment request or complete a campaign. If a button is missing for you, ask one of them.
Use the help form (agency staff and suppliers)
Part 1: Open the form
- Select Help at the bottom of the sidebar. The Help form opens.
Part 2: Fill it in
- Type your name in Name.
- Type how to reach you in Phone / Email.
- If it's about a supplier, choose them under Supplier (optional).
- If it's about one property, choose it under Campaign (optional).
- Describe the problem in Issue Description (see "What to include" below).
Supplier and Campaign are optional. Leave them empty for a question that isn't about one job, such as your subscription or a staff login. If you chose a campaign by mistake, pick Not about one campaign.
The lists only show what you work with. Agency staff see the suppliers linked to the agency or used on its campaigns, and the agency's own campaigns. Suppliers see their own business, already chosen for them, and the campaigns they have work on.
If Name, Phone / Email or Issue Description is empty, a red message appears under it when you send.
Part 3: Send it
- Select Send. The form closes and a Request sent message appears: "VPA Connect has received your request. A copy has been emailed to you."
If the message says only "VPA Connect has received your request.", your request arrived but the copy to you couldn't be emailed. You don't need to send it again.
Your request goes straight to the VPA Connect team, who contact you on the phone number or email you gave.
What to include
The more of this you include, the faster it can be sorted out:
- The property address and, if it's about one job, the supplier and item.
- What you were trying to do, step by step.
- What happened instead, with any message copied word for word.
- When it happened (date and roughly what time).
- Who is affected: the seller, a supplier, or a staff member, and their email address.
- A screenshot, if you can. The help form takes text only, so describe what it shows. To send the picture itself, marked up, use the round help button's Feedback tab instead (see The help button).
Never include card numbers, bank passwords or one-time codes.
Good to know
- Sellers can't use the help form. They should contact their agent first; the round help button on the payment page also reaches the VPA Connect team.