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AurionAI

Send a message without an account

3 min readBy Emmanuel Yazbeck

Who this is for: anyone who did not find an answer in an organization's Help Center and wants to write to the support team, without signing in. Employees can use it on their company's IT Help Center. Customers can use it on the Help Center of the company they buy from.

The Help Center shows a short message form, titled Still need help?, in two places:

  • On the search results page, when a search finds no article.
  • Under an article, after you answer No to Did this article help?. Some Help Centers show a link to a live chat there instead.

Your organization can turn this form off. It then does not appear in either place.

To describe a problem in more detail, or to add files, use the request form instead. Read Submit a request in the Help Center.

Prerequisites

  • An email address where the support team can answer you.

Send a message

  1. Search the Help Center, or open an article and select No under it. The Still need help? form appears.
  2. Type your name in Your name.
  3. Type your email address in Email address.
  4. Optionally, type a subject in Subject (optional).
  5. Describe your question in the message box.
  6. Fill in the other fields that your organization added, if any. Your organization can make some of them required.
  7. Select Send message.

Result

The form shows Thanks! We'll get back to you soon.. Your message reaches your organization's support team, and they answer you by email. If your organization turned on confirmation emails, you also receive an email that confirms your message, with a reference number.

If something goes wrong

  • The form shows Name, email, and message are required. Fill in your name, your email address and your message.
  • The form shows Please enter a valid email address. Check your email address. It needs an @ followed by a domain name.
  • A field that your organization added is required. The form names the field. Fill it in, then send again.
  • The form shows Please wait a moment before submitting again. The Help Center accepts one message per minute from the same connection. Wait a minute, then send again.
  • The form shows This help center is not accepting messages right now. The Help Center does not accept messages at the moment. Use another way to get help. Read Ways to get help.
  • The form shows Some of the details couldn't be accepted. Please check your entries and try again. Check your entries, especially the fields that your organization added. Wait a minute, then try again.
  • The form says that your attachment could not be security-scanned, or is too large to scan. This happens only when your organization added a file field to the form. Your message was not sent. Wait a few minutes, or attach a smaller or different file. Wait at least a minute before you send again.

Still stuck? Submit a request or .