Contact Support
In short: To get help, file a ticket at support.scinodes.com. Click New ticket, add a subject, category, priority, contact email and description, attach up to 10 files, and click Submit ticket. Support typically replies within one business day, by email to the contact address you give. Sign in first so you can find your ticket again later.
Before you start
- Sign in if you can. Click Sign in on the Support site and use your SciNodes account. Signing in lets you see all your tickets later and request High or Urgent priority.
- Can't sign in? You can file a ticket without an account. Choose the category Can't sign in.
- Have the details ready: what you were doing, what you expected, what happened instead, and the exact text of any error message. Screenshots help.
You can also open Support from the SciNodes app: click the Help (?) button and choose Support.
File a ticket
- Go to support.scinodes.com.
- Click New ticket. If you have no tickets yet, the form appears straight away under "Create your first ticket".
- Type a Subject: a short summary of the issue.
- Choose a Category.
- Choose a Priority. Normal is the default.
- Check the Contact email. Support replies to this address.
- Write a Description. Include steps to reproduce, what you expected and what happened, and any links.
- Optional: under Attachments, add screenshots, logs or other files.
- Click Submit ticket.
SciNodes shows "Ticket #ABC12345 submitted. We'll reach out to your email." Note the ticket number.
Form fields
| Field | Required | Rules |
|---|---|---|
| Subject | Yes | Up to 140 characters |
| Category | Yes | See the table below |
| Priority | Yes | Low, Normal, High or Urgent |
| Name | Shown when signed in | Taken from your account; can't be edited |
| Contact email | Yes | Where Support replies |
| Description | Yes | At least 10 characters |
| Attachments | No | Up to 10 files, 10 MB each |
Categories
| Category | Use it for |
|---|---|
| Bug | Something in SciNodes doesn't work as expected |
| Billing | Plans and payments |
| Feature suggestion | An idea for SciNodes |
| Account | Account deletion, data export, a wrong organization, email changes and other account questions |
| Can't sign in | You can't get into your account. Shown only when you're signed out. |
| Other | Anything else |
Priority
| Priority | Who can choose it |
|---|---|
| Low | Anyone |
| Normal (default) | Anyone |
| High | Signed-in users |
| Urgent | Signed-in users |
If you're signed out, SciNodes shows "Sign in to request High or Urgent priority." The exception is Can't sign in: it raises the priority to Urgent automatically ("Raised to Urgent because you can't get into your account. Lower it if this can wait.").
Attachments
You can attach up to 10 files, each up to 10 MB. Accepted types: PNG, JPEG, GIF, WEBP, PDF, TXT, CSV, Markdown (.md), ZIP, GZIP, TAR, JSON and log files.
Click Remove next to a file to take it off the ticket before you submit.
Track your tickets
- Sign in at support.scinodes.com.
- The Support tickets page lists your tickets with their category, priority, status and date.
- Click a ticket to see its details.
Each ticket has a status:
| Status | Meaning |
|---|---|
| open | "We've received this and it's waiting to be picked up." |
| in progress | "Someone from customer care is working on this." |
| resolved | "Customer care marked this as resolved." |
| closed | "This ticket is closed." |
What you submitted shows your original request. It's a record and can't be edited.
Replies
Replies from customer care don't appear in the Support portal yet, and you can't reply to a ticket there. Customer care contacts you by email at your contact address.
The Responses from customer care section and its Check for updates button are in place for when replies arrive in the portal.
Tickets filed while signed out
A ticket filed while signed out can only be opened in the same browser tab you filed it from. If you open it elsewhere, you see "We can't open this ticket here". To keep access, sign in before you file, or write down your ticket number.
Troubleshooting
| Message | What to do |
|---|---|
| "Subject is required." | Add a short subject. |
| "Keep the subject under 140 characters." | Shorten the subject and put details in the description. |
| "Email is required so we can reply." | Add a contact email. |
| "Enter a valid email address." | Check the contact email for typos. |
| "Description is required." | Describe the issue. |
| "Give us a bit more detail (at least 10 characters)." | Add more detail to the description. |
| "file exceeds the 10 MB limit." | Compress the file, or attach a smaller one. |
| "file is a type file, which we can't accept." | Attach a supported type, or put it in a ZIP. |
| "That's the limit of 10 files. Remove one to swap it out." | Remove a file, or combine files into one ZIP. |
| "We couldn't upload "file". Remove it and try again, or submit without it." | Remove that file and try again. |
| "Your ticket could not be submitted. Please try again." | Wait a moment and click Submit ticket again. |
| "Could not load your tickets. Please try again." | Reload the page. |
| "Ticket not found" | The ticket may belong to another account. Sign in with the account you used. |
FAQ
How long does Support take to reply?
Support typically replies within one business day, by email.
Can I file a ticket without a SciNodes account?
Yes. You can file a ticket while signed out. You can't choose High or Urgent priority, except through Can't sign in, and you can only reopen the ticket from the same browser tab.
How do I request account deletion or a copy of my data?
File a ticket with the category Account. Self-service deletion and export are coming soon. See Privacy and your data.
Is there a help center or knowledge base?
These docs are the SciNodes help center. Try Troubleshooting and the FAQ first.