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. Use the links below to learn:

• How to access the file upload form
• Where to find your case/ticket number

How to access the file upload form

1. The file upload form can only be accessed through a dedicated link. Here’s how to get the link:
   • 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 your case/ticket number and a dedicated link that allows you to send us files (the link will also be included in the confirmation email from CodeTwo).
   • 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. Our technician will send you the link and you will be able to access a file upload form. 

     The dedicated link that we share with you is valid for 14 days. Be sure to provide us with the required diagnostic data before the link expires.

2. Use the provided link to access the file upload form. In the first step (Fig. 1.A), enter your case or ticket number and click Upload files.
3. In the next step (Fig. 1.B), click Select files to upload your file(s). Remember to provide a description (maximum 1024 characters) of the problem and your environment (unless you’ve shared these details with us in a previous communication). When done, click Send files to submit your files to CodeTwo Customer Support.

Fig. 1. The file upload form.

Where to find your case/ticket number

The number of your case/ticket is shown on our website right after you send us a message using this form. You can find this number in the email from CodeTwo confirming that your case or ticket was created, as shown in Fig. 2.

Fig. 2. Finding your case/ticket number in an email from CodeTwo Customer Support.