Who can do this?
All signed-in users can use the support center and see their own cases. The team handles tickets in a view of its own; the reporter does not see internal notes.
Support center
The support center is the place for bugs, feedback, appeals, recovery and reports.
What is it for?
You open the support center with the lifebuoy icon in the header, from any page, without leaving your context. It appears as a window over the current view. On the left you choose one of five categories; on the right you see the matching form or the list of your earlier cases with their status.
The categories are “Disputes & Appeals”, “Report a bug”, “Feedback”, “Account recovery” and “Reports”. Bug reports and feedback become tickets with a status of their own. There is no classic help center with articles. You get help through feedback to the team and through this wiki.
Appeals, reports and removal requests show you where an admin decides on your behalf or still has to decide. With account recovery you request a manual recovery if your recovery key or two-factor device is lost but your session is still running.
How it works
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In the header, choose the lifebuoy icon (“Open support center”).
What you see afterwards: The “Support Center” window opens over the current view.
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On the left, choose a category, for example “Report a bug”.
What you see afterwards: The form and your earlier cases appear on the right.
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Fill in the form or open one of your cases.
What you see afterwards: A case expands its message thread, where you can reply.
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Close the window with the close X.
What you see afterwards: You are back in your view.
Your data
Tickets contain what you enter, optionally a screenshot and, if you wish, technical diagnostic data. For bug reports, Illumentis also sends the page address, the browser details and an error code. You can withdraw a ticket.
Limits
For account recovery, your session must still be active; without a session there is the public route through the recovery page. The team assigns an internal priority of its own, and your severity rating is an assessment. There is no help center with articles.
Frequently asked questions
Where do I open the support center?
With the lifebuoy icon in the header, from any page.
Which statuses does a ticket have?
“Open”, “Acknowledged”, “In progress”, “Waiting for user”, “Resolved” and “Closed”. With “Waiting for user”, the team is waiting for your reply.
Is there a help center with articles?
No. Help comes through feedback to the team and through this wiki.