At a glance
Overview
- 1 Click Help (bottom right). Panel: How can we help? under UpScaleUp.io Care.
- 2 For a fast reply: Message Us on WhatsApp.
- 3 For a tracked case: Open a support ticket — or profile menu → Request Support.
- 4 On Create Ticket, fill Subject, Category, Priority, Description, optional Attachments, then Submit Ticket.
- 5 Watch Support Inbox for replies. Owners can also use Support Pin when Care needs secure access to your account.
Step by step
How to get help
Start with Help on any page; use tickets when you need a tracked reply.
Help panel
Bottom-right Help. Greeting from Ray when the bubble appears.
- 1 Chat with Ray — ask product questions grounded in Documentation.
- 2 Contextual docs link when available for the page you are on.
- 3 Message Us on WhatsApp — typically replies within minutes.
- 4 Give feedback — share what you love or what to improve.
- 5 Open a support ticket — track replies in your Support inbox.
Request Support & tickets
Profile → Request Support. Pages: Request Support / Support Tickets.
- 1 Create Ticket: Subject, Category (Technical, Billing, Feature Request, Bug Report, Other), Priority (Low, Medium, High; Urgent with UpScaleUp Care +), Description, optional Attachments (max 5 files, 5MB each).
- 2 Submit Ticket, then follow replies in Support Inbox (Ticket #, Subject, Category, Status, Priority, Created).
- 3 Without Care: expect a reply in 24–48 hours. With Care +: same-day priority support.
Support Pin — what it is
A temporary 6-digit code that lets UpScaleUp.io Care securely sign into your account to troubleshoot. It is not a password, not a billing code, and does not unlock plan features.
- 1 Only account owners see Support Pin in the profile menu (top right). Team members / invited roles do not get a pin.
- 2 Use it only when Care asks you to share a pin so they can investigate a bug, billing issue, or account setup problem inside your workspace.
- 3 You stay in control: you can end Care’s access at any time (see End support access below).
- 4 Support Pin is unrelated to WhatsApp two-step PIN, template passwords, or plan upgrades.
Reveal and share the pin
Profile menu → Support Pin.
- 1 Open your profile menu (avatar / name, top right).
- 2 Find the Support Pin row (••••••). Click the eye icon to reveal a fresh 6-digit pin.
- 3 A countdown starts (10 minutes). Use Copy if you want to paste the pin to Care.
- 4 Share the pin only with the UpScaleUp.io Care team (Help → Message Us on WhatsApp, a Care agent on a ticket, or care@upscaleup.io). Never post it publicly or send it to anyone else.
- 5 Each reveal creates a new pin and invalidates any previous unused pin. The pin works once — after Care uses it, that code cannot be reused.
What happens after Care uses the pin
Care enters your pin from their admin tools and starts a timed support session (up to 60 minutes).
- 1 An amber banner appears at the top of your app: UpScaleUp.io support is accessing your account.
- 2 In the profile menu, Support Pin shows Session active instead of a new code — you cannot generate another pin until the session ends.
- 3 Care works inside your account to diagnose and help. The session expires automatically after about 60 minutes if not ended sooner.
- 4 You can keep using the product normally while the banner is visible.
End support access (you are in control)
You can stop Care’s access immediately at any time.
- 1 Click the amber banner: UpScaleUp.io support is accessing your account. Click here to end access.
- 2 Confirm End access in the dialog. Care is signed out of your account right away.
- 3 After the session ends, the banner disappears and Support Pin is available again in the profile menu for a future request.
Care on WhatsApp
Fastest human channel from Help → Message Us on WhatsApp.
- 1 Opens WhatsApp to UpScaleUp Care with a note that includes the page you were on.
- 2 You can also email care@upscaleup.io when WhatsApp isn’t convenient.
Tips
- Include what you expected vs what happened, screenshots, and the page name — tickets resolve faster.
- Urgent priority and same-day Care need UpScaleUp Care + on your plan.
- Never share Support Pin outside UpScaleUp.io Care.
- If you did not ask for help and see the amber support banner, end access immediately and contact Care.
- Support Pin is for secure troubleshooting access only — not for logging into WhatsApp or changing your subscription yourself.