Support

When the answer isn't in these docs and Arlo can't help, the Mapademics team is one message away.

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Reaching us

Your organization's primary support channel was set up when you started with Mapademics. If you don't remember it, ask the teammate who manages your Mapademics relationship.

If you've lost the channel, write to your Mapademics account contact directly and we'll re-share it.

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What to include in a support request

The faster we can reproduce what you saw, the faster we can fix it. A good request includes:

• Your organization's name (the one shown at the top of the sidebar).
• Your role in your organization, if relevant.
• What you were doing — the page you were on and the action you took. Direct URLs are gold.
• What you expected — the outcome you were aiming for.
• What happened instead — the message, behavior, or missing data you saw.
• Identifiers if applicable — the applicant ID, job ID, or background task ID (visible in the URL or task list).
• Screenshots of the screen in question, especially error toasts.
• Steps you've tried — refreshing, re-uploading, asking Arlo, etc.

{% hint style="info" %} Never paste credentials, API keys, or other secrets into a support message. If a key is involved, describe what you were doing with it; we don't need the value to investigate. {% endhint %}

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Next steps

• Arlo, your in-app helper
• Glossary