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VPA Connect

The help button: find a guide or send feedback

Updated 4 min read

Every VPA Connect page has a round help button in the bottom-right corner. It's there for everyone: sellers on their payment page, agency staff and suppliers. It opens a panel with two tabs:

  • Help: search and read these guides without leaving the page.
  • Feedback: tell the VPA Connect team about a problem, an idea or a question, with a screenshot or a short screen recording if you like.
A seller's payment page, with marker 1 on the round help button in the bottom-right corner.
Open full size: A seller's payment page, with marker 1 on the round help button in the bottom-right corner. (opens in a new tab)
The same help button on a phone.
Open full size: The same help button on a phone. (opens in a new tab)

Agency staff and suppliers also have a Help link at the bottom of the sidebar. That one opens the help form; see Getting help.

Part 1: Find a guide

The help panel open on its Help tab. Marker 1 is on Search for answers, 2 on the For Agents topic, 3 on the Feedback tab and 4 on Contact the team.
Open full size: The help panel open on its Help tab. Marker 1 is on Search for answers, 2 on the For Agents topic, 3 on the Feedback tab and 4 on Contact the team. (opens in a new tab)

Select the round help button. The panel opens on the Help tab.

  1. Type a few words into Search for answers, for example "refund credit". Matching guides appear as you type.
  2. Or browse instead: select a topic under Browse by topic, such as For Agents, to see its guides. Select a guide to open it in the panel.
  3. To send the team a message instead, select the Feedback tab (see Part 2).
  4. Contact the team also opens the Feedback tab, ready for a question.

Every guide is listed for everyone, so you can also read what sellers, agents or suppliers see.

A help article open in the panel after searching for refund credit. Marker 1 is on Ask about this article and 2 on Open in the help centre.
Open full size: A help article open in the panel after searching for refund credit. Marker 1 is on Ask about this article and 2 on Open in the help centre. (opens in a new tab)

At the end of a guide:

  • Ask about this article (marker 1) opens the Feedback tab with a question about that guide already started.
  • Open in the help centre (marker 2) opens the guide in a new browser tab, which is easier to read or print.
  • Back to results (or Back to help) at the top returns to your list.

Part 2: Send feedback

Select the round help button, then the Feedback tab.

The help panel's Feedback tab. Marker 1 is on the kind of feedback (Report a bug, Share an idea, Ask a question), 2 on Tell us more, 3 on Add a screenshot, 4 on Record your screen and 5 on Send feedback.
Open full size: The help panel's Feedback tab. Marker 1 is on the kind of feedback (Report a bug, Share an idea, Ask a question), 2 on Tell us more, 3 on Add a screenshot, 4 on Record your screen and 5 on Send feedback. (opens in a new tab)
  1. Choose what it is: Report a bug, Share an idea or Ask a question.
  2. Describe it under Tell us more: what you were doing, what happened, and what you expected. Include the property address if it's about a campaign.
  3. If it helps, select Add a screenshot (see Part 3). Optional.
  4. If it helps, select Record your screen (see Part 4). Optional.
  5. Select Send feedback. It stays greyed out until you've written something. A thank-you message replaces the form.

If you're signed in, the panel says "Sending as" your name and the email the team can reply to. On the seller payment page, where you aren't signed in, there's a Your email (optional) box instead: fill it in if you'd like a reply.

Part 3: Add a screenshot and mark it up

  1. Hide anything private on the page first, such as card or bank details.
  2. Select Add a screenshot. Your browser asks permission to capture this tab; allow it. The panel steps out of the way while the picture is taken.
  3. The screenshot opens full size with marking tools. Use Pin to drop a numbered pin and type what's wrong there under Comments on the screenshot. Arrow, Box, Text and Pen draw on the picture, Blur blurs text, and Hide blacks out anything private. Undo and Redo step back and forward.
  4. Select Use this screenshot. A small preview appears on the form, with Mark up again and Remove screenshot.

Already have a picture? Select Upload an image instead (PNG or JPEG), and it opens in the same marking tools. On a phone, uploading is the only option: phones can't take the screenshot for you.

Part 4: Record your screen

  1. Tick Include my microphone first if you'd like to talk through what you're doing.
  2. Select Record your screen. Your browser asks what to share; choose the VPA Connect tab.
  3. Do what you want to show. The panel shrinks to a small bar with a timer and Stop. Recordings stop on their own after 2 minutes.
  4. Select Stop. The recording appears on the form, with Record again and Remove recording.

Screen recording works in a desktop browser only; phones can't record their screen.

What happens after you send it

  • The panel shows Thanks, the team has it. Your feedback, with any screenshot or recording, goes straight to the VPA Connect team, along with the page you were on.
  • No automatic email is sent to you. If the team needs more, they reply by email: to your sign-in email, or to the address you typed on the seller page. Without an email address, they can't reply.
  • Select Send something else to send more, or Back to help to return to the guides.

Sellers: for anything about your own campaign (an amount, a change, a link), contact your agent first. They can fix most things directly.