If you cannot find your answer in this help center, Prepavol support can be reached by ticket from your account, by e-mail or by phone.
Opening a ticket
Tickets are in the application's “Help” menu (/support/tickets/). You must be signed in: there is no public form and no chat.
- Click “New ticket”.
- Choose the category: technical problem, billing and subscription, member management, configuration, feature request or other.
- Enter a subject (255 characters at most) and your message, stating the page concerned and what you did.
- If needed, attach a screenshot: images (jpg, png, gif), PDF or text files, 5 MB maximum per file. A file of another type is ignored without an error message.
You can open at most 5 tickets per hour. After sending, you receive a confirmation e-mail whose subject starts with “[Prepavol #number]”.
Following the answer
The “My tickets” page shows your tickets with their status: “Open”, “In progress”, “Resolved” or “Closed”, and a “Support reply” badge when an answer is waiting for you. A ticket is only visible to its author.
- Support replies reach you by e-mail. You can reply to that e-mail: the text is added to the ticket (e-mail attachments are not, use the ticket page to attach a file).
- An e-mail sent without the ticket token is ignored: a ticket cannot be opened by e-mail.
- On the ticket page, use “Reply”, “Close ticket” once resolved or “Reopen this ticket”.
- A “Resolved” ticket is closed automatically after 7 days.
E-mail and phone
- E-mail: [email protected].
- Phone: 09 77 25 01 81 (+33 9 77 25 01 81).
- Personal data: [email protected].
- Reporting a security vulnerability: [email protected].
No numerical response time is guaranteed: support replies as soon as possible.
Giving support temporary access
For a problem that is hard to describe, the club owner can authorise support to see their account. From /support/, “Generate access code” creates an 8-character code valid for 15 minutes, with a “Read-only” or “Full access” level. Give it to support by phone only.
Only the club owner can generate this code.
Frequently asked questions
Can I open a ticket without an account?
No. Tickets are opened from the application, once signed in. Without access to your account, write to [email protected].
How do I add a screenshot to a ticket?
Use the attachment field of the form or the reply: images, PDF or text files of 5 MB maximum each.
Why was my ticket closed?
A ticket set to “Resolved” is closed automatically after 7 days. You can reopen it from its page.
Can support take control of my account?
Only if the club owner gives them a one-time access code, valid for 15 minutes.