How to send files to CodeTwo Customer Support

Problem:

You would like to send files (such as program logs, screenshots, emails, etc.) to CodeTwo for diagnostic purposes.

Solution:

To ensure maximum safety of your files and speed up our response, you should only send us files via a dedicated file upload form. There are two ways to access it:

• If you have the license key for your CodeTwo solution, make sure to provide it in the contact form when reporting your problem. Right after you send the form, our contact page will display the ID of your case/ticket and a dedicated link that allows you to send us files (the link will also be included in the confirmation email from CodeTwo). The link leads to a file upload form that is associated with your case/ticket ID (Fig. 1.).
• If you don’t have a license key or can’t find it, tell us that you need to upload files for diagnostic purposes either by using the same contact form or, if you’ve already opened a case/ticket with us, by responding to an email you received from us. Once our technician sends you the link, you will be able to access a file upload form (Fig. 1.) – use it to send diagnostic files to CodeTwo Customer Support.

Fig. 1. The file upload form.

Before you submit any files, remember to give a description (maximum 1024 characters) of the problem and your environment (unless you’ve shared it with us in a previous communication).