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Tell us what you need and the right team will take it from here.

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Contact details

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Your name *

Email *

Phone *

Route your request

Choose what fits best. Nexus One can route it to the right department and team.

Request type *

General Inquiry Questions that do not fit another category. Nexus One Product Issue Imported Nexus One questionnaire Sales Need a demo or have questions on Nexus One contact us! Billing & Payments Invoices, charges, refunds, and payment questions. Account Support Profile, access, account, or membership help. Product or Service Issue Something is not working as expected. Complaint or Feedback Share a concern, compliment, or suggestion.

Choose what you need help with and Nexus One will route it to the right team automatically.

Priority

What happened?

Give the team enough detail to start working without a back-and-forth.

What do you need help with? *

Tell us what happened *

A few quick details

Only the questions that apply to your request are shown.

Which Nexus One app or module is affected? *

Choose the main area where the issue is happening.

Which product, service, department, or area is affected? *

Choose the main area where the issue is happening.

What kind of problem are you seeing? *

Choose everything that matches the issue.

What kind of problem are you seeing? *

Choose everything that matches the issue.

Is this stopping you from working? *

Yes - completely blocked Major impact - work can continue with a workaround Minor impact No - question / guidance only

This helps Nexus One prioritize the ticket.

Is this stopping you or your team from working? *

Yes - completely blocked Major impact - work can continue with a workaround Minor impact No - question / guidance only

This helps the support team understand urgency.

Who is affected? *

Only me A few team members A department or team Everyone in our company Customers / website visitors

Choose the broadest affected group.

Who is affected? *

Only me A few team members A department or team Everyone in our organization Customers / website visitors Vendors / partners

Choose the broadest affected group.

How often does the issue happen? *

Every time Frequently Sometimes / intermittent Only happened once Not sure

Is there a deadline or business event at risk?

Yes - today Yes - within 24 hours Yes - this week No immediate deadline Not sure

Examples include payroll, billing, a launch, a customer deadline, or a scheduled service.

What were you trying to do when the issue happened? *

Describe the task you were trying to complete.

If payroll, payments, billing, or another critical process is affected, what deadline is at risk?

Leave blank if this does not apply.

What happened instead? *

Include the exact error text if possible.

What were you trying to do when the issue happened? *

Describe the task you were trying to complete.

What did you expect to happen? *

What happened instead? *

Include the exact error text if possible.

Steps we can use to reproduce the issue

The more reproducible the issue is, the faster an agent can investigate.

What did you expect to happen? *

When did the issue start?

Approximate date is fine.

Steps the support team can use to reproduce the issue

Clear reproduction steps can speed up troubleshooting.

Where are you using Nexus One? *

Desktop / laptop browser iPhone / iPad app Android app Mobile browser API / integration Other

When did the issue start?

Approximate date is fine.

Which browser are you using?

Skip if the problem is not in a browser.

Where are you using the product or service? *

Paste the Nexus One page URL where the issue happens

Do not include passwords, private keys, or other secrets.

Which browser, device, operating system, or terminal are you using?

If this is a payroll issue, is a payroll run or employee payment deadline at risk?

Yes - payroll deadline is at risk Yes - employees may be paid incorrectly or late No immediate payroll deadline Not a payroll issue

Leave this blank if the issue is not related to payroll.

Do you see an error code or message?

If this affects payroll, how many employees are affected?

Leave blank if not applicable.

May a support agent reproduce the issue using your account or a test record if needed? *

Yes Yes - contact me first No

Do not include passwords or private credentials in this form.

May a Nexus One support agent reproduce this issue in your account? *

Yes Yes, but contact me first No - guide me through the steps instead

Agents should only access what is necessary to troubleshoot the issue.

How would you prefer the support team to follow up? *

Live Chat Email Phone Ticket / Portal Update

How would you prefer us to follow up? *

Live chat Email Phone call Ticket updates are fine

Best time to contact you

Anything else the support agent should know?

Anything else the support team should know?

Photos & attachments Add screenshots, photos, videos, or files Up to 6 files, 15 MB each

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