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If you encounter a bug or a technical hurdle, follow the steps below to help the team identify the issue quickly.

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Start with a quick check

Most problems clear up in a moment:
  • Refresh the page and retry the action.
  • Confirm you are signed in with the expected account.
  • Confirm you have access to the organization or project.
  • Check whether the file, folder, or project was moved, renamed, or shared differently.

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Check the Help center

These docs are the Help center you reach from the help menu in Collivo. If the quick checks do not help, these guides cover the most common problems:

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Get in touch

If you are still stuck, reach the team through the best route for the issue:

Email support

Account access, anything specific to your organization, or anything private.

Send feedback

Product ideas and general feedback from inside Collivo.
If the issue affects access, security, or customer data, get in touch straight away rather than working through the checks first.

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What to include

Include enough detail for the team to identify the issue:
  • Your organization name
  • The project or file name involved
  • What you expected to happen
  • What actually happened
  • Approximate time the issue occurred
  • Browser and operating system
  • A screenshot if it helps explain the issue
  • Whether you consent to the team accessing your data to investigate
The team does not access your organization’s data without your explicit consent. Include that consent in your message if you would like them to investigate the content directly. If your message does not include it, the team will check in with you first. Do not send passwords, API keys, private tokens, payment details, or sensitive personal information.

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Send feedback

To share an idea or tell the team what is working, open the help menu in Collivo and select Send feedback. Choose a category — Feature idea, Love note, or Other — and it goes straight to the team.
Use Send feedback for ideas on how the product could improve. For technical issues or account help, use Get in touch instead.