How to Report a Problem to Encrisoft Support

You've got something to do in Encrisoft, you know exactly where to go, and you're ready to get it done. Then the page refuses to load, an invitation won't send, or a feature that worked perfectly yesterday suddenly stops cooperating. Of course, it happens when you're trying to get something done. Before you start clicking the same button repeatedly and hoping it changes its mind, take a moment to note what's actually happening. You don't need to figure out the technical cause before contacting Support. What matters is being able to explain what you were trying to do, what happened instead, and any error message you saw.

For example, "My simulation isn't working" doesn't give the team much to investigate. "I tried to launch a phishing simulation, but the process stopped before completion" gives them a clearer place to start. Think of it as telling someone where the journey went wrong. You don't need to know why the road is blocked; you just need to explain where you got stuck. Whether it's a page that won't load or an action that refuses to complete, a few clear details can make your report much more useful. And no, you don't have to solve the problem yourself before asking for help.

That's what Support is there for.

Something Isn't Working. Now What?

You've got something to do in Encrisoft, you Before reaching out, take a moment to gather a few details. You don't need to conduct a full technical investigation or turn yourself into a detective overnight. You simply need enough information to explain what happened.

1. Identify the problem.

Start with the part that isn't working. Are you unable to sign in? Is a page displaying an error? Can't you invite an employee or launch a phishing simulation?Be specific about the task you were trying to complete. For example, "I cannot invite a new employee because an error appears when I submit the invitation" is much more useful than "The People page is broken." The more clearly you describe the issue, the easier it is for someone else to understand what you're experiencing.

2. Retrace your steps.

Think about what you were doing immediately before the problem appeared. Which page were you on? What did you select? At what point did things stop working? For example, you might have opened the People section, selected the option to invite an employee, entered the required details, and received an error after submitting the form. You don't need to document every click since you opened your browser. Focus on the steps that led to the problem. Think of it as rewinding a short scene, not producing a documentary.

3. Keep the error message.

If Encrisoft displays an error message, copy its wording exactly where possible. Don't worry if it contains technical terms you don't understand; that's not your job to decode. The message may provide useful clues about what went wrong. If no error appears, explain that too. Did the page freeze? Did the button do nothing? Did the process stop without confirmation?

Sometimes, what didn't happen is just as useful as what did.

4. Take a screenshot.

A screenshot can show Support what you're seeing without requiring you to describe every detail. It may capture an error message, an unexpected page layout, or a feature that isn't behaving as expected. Make sure the relevant part of the screen is visible and the text is readable. If the issue involves several distinct steps, a few screenshots may help explain the sequence. Before sharing an image, check for passwords, authentication codes, recovery codes, and unrelated sensitive information. A helpful screenshot should clarify the problem, not create a new one.

5. Note when it happened.

Did the issue occur just now? Has it happened several times today? Does it happen every time you attempt the same action, or only occasionally? Include the approximate time and frequency if you know them. If the problem affects other people in your organisation, mention that too. You don't need to have all the answers. Even a simple observation such as "This has happened three times today, but it worked yesterday" can provide useful context.

How to Report a Problem to Encrisoft Support

Once you've gathered the details, you're ready to contact the team. Encrisoft's website has a chat widget in the bottom-right corner. You can use it to begin the support process.

Step 1: Open the chat widget.

Visit the Encrisoft website and select the chat icon in the bottom-right corner of the page. The chat panel will open and display a welcome message.

Step 2: Select "Leave a message."

The chat panel includes a Leave a message option. Select it to proceed with contacting the team. The widget indicates that the team typically replies within a few minutes when available. If the team is offline, it explains that you can leave a message for them to respond to when they're back online.

Step 3: Explain the problem clearly.

When preparing your message, get straight to the point. Explain what you were trying to do, where the issue occurred, and what happened instead. For example:

"I tried to launch a phishing simulation, but the process stopped before completion. I was using the simulation creation workflow when the issue occurred."

If an error message appeared, include its exact wording. If you've already tried a reasonable troubleshooting step, such as refreshing the page, mention whether it made any difference. You don't need to guess what caused the issue. A clear description of what you experienced is a perfectly good starting point.

Step 4: Include relevant details.

Before submitting your message, check that you've explained the problem well enough for someone unfamiliar with the situation to understand it. Include a relevant screenshot or additional details if the support process allows you to share them. If the problem affects multiple users, mention that. If it occurs only on a particular page or during a specific action, explain that too. Keep your message focused. A short, well-explained report is often more useful than several paragraphs that never quite get to the point.

Step 5: Submit your message and keep track of any response.

Follow the instructions displayed in the chat interface to send your message. If you receive a confirmation or reference number, keep it somewhere accessible. If you need to follow up, refer to your original report and explain whether anything has changed. That way, the team can continue from the information you've already provided rather than having to piece the story together again.

What Information Should Your Report Include?

Before sending your report, run through this quick checklist:

• The problem: What isn't working as expected?
• The feature: Which Encrisoft page or function were you using?
• The steps: What were you doing when the issue occurred?
• The expected result: What were you trying to accomplish?
• The actual result: What happened instead?
• The error message: What did Encrisoft display, if anything?
• The timing: When did the issue occur, and how often has it happened?
• The impact: Does the issue affect only you or other users too?
• The evidence: Do you have a relevant screenshot or other useful details?

Not every issue requires every item on this list. A page displaying incorrectly may need a screenshot and a brief explanation, while a simulation that repeatedly fails to launch may require more context. Use your judgement. The goal is to give Support the information relevant to your particular issue, not to write an essay about every inconvenience you've experienced that week.

Protect Your Information When Contacting Support

When reporting a problem, it's easy to focus so much on getting it fixed that you forget to check what you're sharing. Take a moment to make sure your report doesn't expose information that should remain private. Never include your password, two-factor authentication codes, recovery codes, or other authentication secrets in a support message. Be careful with screenshots, too. Encrisoft pages may display employee details, organisational information, simulation results, or other sensitive data. Before sharing an image, check what's visible and remove or obscure unrelated sensitive information where appropriate. Use the chat widget on the official Encrisoft website. If you're uncertain whether a request for information is legitimate, verify it through an established contact method before responding. If you suspect an account has been compromised, make that clear when seeking assistance and follow your organisation's incident-response procedures. A possible security incident deserves more urgent attention than a page that simply refuses to load.

Remember: helping Support investigate a problem should never require you to hand over the keys to your account.

What Happens After You Submit a Report?

Once your message has been submitted, keep any confirmation or reference number you receive. If the team requests additional information, respond with details relevant to the issue. If the problem continues, explain what's changed since your original report. Perhaps the error message is different, other users are now affected, or a feature that briefly started working has stopped again. Avoid sending several separate reports about the same issue unless you're instructed to do so. If you already have a reference number, use it when following up so the conversation stays connected. It's also worth remembering that not every issue has an immediate answer. Some problems require further investigation, and the information you provide helps the team understand what needs to be examined. If the issue is preventing your organisation from carrying out an important security activity, explain that impact clearly. It helps distinguish an inconvenience from something that may need more urgent attention.

A Good Report Is the First Step Towards a Solution

When something goes wrong in Encrisoft, you don't need to arrive with a technical explanation or a ready-made fix. You need to describe what happened, explain what you were trying to do, and share the relevant details safely. A clear report gives Support a useful starting point and saves everyone from unnecessary guesswork. So, the next time a feature refuses to cooperate, take a breath, gather the details, and explain what happened. You might not know why the problem occurred, and that's perfectly fine.

You don't have to solve the problem before contacting Support. You just have to give them a clear enough picture to help solve it.