If you experience issues with your Vincere account or need guidance on using the system, our Support and Training teams are here to help. This article explains how to contact Vincere Support, report an issue, and access available training options.
Vincere provides 24/5 support, ensuring assistance in your time zone. You can contact us directly within Vincere, via the Support Portal, or book training to enhance your product knowledge.
Access Support Inside Vincere
Click your profile picture in the top-right corner of the screen.
Choose one of the following options:
Help Centre – Browse articles and guides on how to use Vincere.
Contact Support – Send a message directly to the Support team.
Report an Issue – Submit a Technical Support Ticket 🎫 for assistance with system problems.
💡 Tip: For best results, include clear details and screenshots when describing your issue.
Contact Support
For quick questions not covered in the Help Centre, you can use the "Contact Support" feature to send us a message.
Chat Button: Click on the chat button at the bottom right of the screen. This will open a chat box where you can send a message, copy and paste text, and images, or send links describing your concern.
Home Tab: Reach out for help from our AI Agent or the support team, and track the newest update articles about the system.
📌 Note: If the provided information from the Bot is helpful, please type "speak to a person", "talk to the team", or any variation so the Bot can help you connect directly with our Support Team.
Messages Tab: Check your previous conversations.
Tickets: Track your support tickets.
Help Tab: Find help articles.
Use the Help Centre
The Help Centre contains comprehensive guides on setup, workflows, and product features.
Click your profile picture, then select Help Centre.
Use the search bar to find specific topics.
You can also log in to the Help Centre directly.
Report an Issue
If you encounter a technical problem:
Click your profile picture and select Report an Issue.
Complete the form and include details, screenshots, or logs for faster resolution.
You can also access the Support Portal to log your issue.
Forgot your password? Reset your Support Portal password.
Business Impact Guide
Support requests are prioritised based on business impact:
Priority | Description |
P1 (Critical) | The system is not available. |
P2 (Major) | A major feature has stopped working. |
P3 (Moderate) | A feature is not working as expected. |
P4 (Limited) | A question or minor error. |
Book Training
Vincere offers a variety of training options to help you maximise system use.
Webinar Portal
Watch on-demand webinars covering workflows, searching, analytics, and more.
You can also access 24/7 learning videos on the YouTube Training Hub.
Private Training
Private training courses - such as the Vinny Pro Academy and Accelerated Training Academy - offer hands-on learning focused on best practices.
Sessions are tailored for your team and scheduled at your convenience.
Pricing varies by training scope and requirements.
Request a Quote to learn more.
On-Site Training
On-site classroom and workshop sessions are available for customers in the UK and Sydney/Melbourne.
Training includes:
Superuser best practices
Analytics and search workshops
Q&A sessions
Submit an Enquiry to discuss options for on-site training.
Share Feedback
We regularly send Net Promoter Surveys to collect customer feedback.
When you see an in-app pop-up, please take a moment to share your experience your input helps improve Vincere.
Submit Product Ideas
If a feature isn’t available yet:
Visit the Ideas Board to vote for an existing idea.
Use the Feature Request Form to submit new ideas.
The Product Team reviews requests quarterly, and highly voted ideas may be added to the roadmap.
You can also stay updated via our Release Notes.
💡 Best Practices
Always include screenshots and clear details in support tickets to speed up resolution.
Check the Help Centre first—it’s the quickest way to find answers.
Participate in training sessions regularly to maximise system efficiency.