Send a useful support request

Work through this checklist

1. Name the workflow

Start with what you were trying to do: save a candidate, review an import, open a job, find a task, or move an application. Include your workspace name and role so the team can ask relevant follow-up questions.

2. Describe expected and actual results

Write a short sequence of actions, the result you expected, and what appeared instead. Include the approximate time and timezone, browser, and device type. State whether the problem happened once or repeatedly.

3. Check for a partial result

If a save or import reported an error, say whether any record was created or any row succeeded. Avoid repeatedly submitting the same action while the result is uncertain.

4. Share only the necessary evidence

Copy non-sensitive error text. Crop or redact screenshots before sharing them. Do not send passwords, verification codes, API keys, full resumes, identity documents, or confidential candidate and client records in the first email.

5. Email the help team

Use hello@inferowl.com with a subject such as “Help: candidate import review”. The team can request the specific additional context needed. Hiring applications should go to the recruitment address shown on Careers, not the help inbox.

If you still need help

If you cannot reproduce the issue, still describe the original sequence and when it happened. Do not manufacture a test with real candidate data merely to produce a screenshot. This guide does not promise a response time or support service level.

Email the help team

Use a short issue format

Write the request in this order: workflow, attempted action, expected result, actual result, and time with timezone. Add your role, browser, and whether any part of the action succeeded. This helps the team distinguish a missing permission from validation, an unavailable source, or an uncertain save.

For an illustrative report, write: “During candidate import review, Apply mapping returned an error. The preview still shows invalid rows. No commit was attempted.” Replace that example with your actual observations. Do not claim that no records changed unless you checked or the action had not reached that stage.

Keep the original issue understandable

If new information becomes available, add what changed and when. State which checks you performed and their results. Avoid repeatedly retrying an action that could create records or send messages just to reproduce the error. Keep the operational task assigned while support investigates, and follow the agency's process for any time-sensitive candidate or client commitment.