Support
How to contact us, what to include in a support request, and how to configure email notification preferences.
Support
This page covers how to get help, what to include in a support request, and how to configure your email notification preferences.
How to contact us
| Channel | When to use |
|---|---|
| In-app help | Open the Help menu in the dashboard. The fastest way to reach a human, and the only one that has your full context. |
| For non-urgent issues, write to [email protected] from the email address associated with your account. | |
| Status page | Visit status.qualifycode.com for service availability and incident history. |
What to include in a support request
A good support request has the context to reproduce the issue. Include:
- Your account — the email address and the workspace.
- The assessment or candidate — the assessment name, the candidate email, or both. Without these, we cannot look at your data.
- The time — when the issue happened, with timezone. Server logs are kept for 30 days.
- What you expected — what you were trying to do, and what you saw instead.
- What you tried — anything you did to work around the issue. This is the most useful signal: it tells us what you have already ruled out.
For a payment issue, also include the last 4 digits of the card or the gateway reference. We will not ask for the full card number.
What to expect
| Channel | First response | Resolution target |
|---|---|---|
| In-app help | A few minutes during business hours | Same day for most issues |
| Within one business day | Within two business days for most issues | |
| Status page | Always up to date | n/a |
Business hours are 9 AM to 6 PM in your workspace timezone, Monday through Friday, excluding local public holidays.
Service status
Visit status.qualifycode.com for:
- Current service availability
- Scheduled maintenance windows
- Incident history (last 90 days)
If a candidate's assessment is impacted by an incident, the candidate app will display a banner. Candidates can resume the assessment once the incident is resolved; their in-progress state is preserved.
Email notification preferences
Email notification preferences are managed from Settings → Notifications:
| Preference | Default | What it does |
|---|---|---|
| Candidate submitted | On | Email when a candidate's assessment is submitted |
| CETS analysis ready | On | Email when an analysis is ready to review |
| Assessment activated | On | Email when a payment is captured |
| Weekly digest | Off | A weekly summary of activity, sent on Monday morning in your timezone |
Changes to your email preferences take effect on the next event.
For Slack and Microsoft Teams — shared channels and personal direct messages — see Notifications.
Security disclosures
If you have found a security issue, please email [email protected] rather than opening a public issue. We acknowledge security reports within one business day.