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 inside Vincere using the in-app messenger or book training to enhance your product knowledge.
⚠️ Important: You can still view existing support cases in the legacy Support Portal, but all new support requests must be submitted through the in-app messenger.
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.
⚠️ Important: All new support requests are now created from the in-app messenger inside Vincere. You can no longer raise new cases via the external Support Portal.
💡 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 on the chatbot icon at the bottom left of your screen, and select I want to report an Issue.
Then include details, screenshots, or logs for faster resolution.
You can also access the Support Portal to view your existing support tickets. New support requests can no longer be created from the Portal and must be raised via the in-app messenger.
Forgot your password? You can reset your Support Portal password if you still need to log in to view your historical tickets.
Support Portal (legacy)
The Vincere Support Portal is now a channel:
You can still log in and view existing or past support tickets.
You can no longer create new support tickets from the Support Portal.
All new support requests must be submitted via the Vincere in-app messenger (bottom-right icon in Vincere).
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.
When you need help, start from the in-app messenger. Our AI assistant can suggest articles, and if needed, we’ll connect you to the Support Team and create a ticket for you.
FAQ
Q1: Why can’t I submit a support ticket on the Support Portal anymore?
Answer: From 6 January, we’ve moved all new support requests into the Vincere in-app messenger. With the external Support Portal now, you can still view existing tickets there, but you can’t create new ones. To raise a new case, please use the messenger icon in the bottom-right corner of Vincere.
Q2: How do I raise a new support case now?
To create a new support case:
Log in to Vincere.
Click the messenger icon at the bottom-right corner.
Ask your question or click the option to Contact Support / Report an Issue.
Our AI assistant will help first, and if needed, we’ll connect you to the Support Team and create a ticket for you.
Q3: Can I still see my old tickets in the Support Portal?
Answer: Yes. You can still log in to the Support Portal to view your historical support tickets and their status. However, any new issues must be raised via the in-app messenger inside Vincere.
Q4: Do my existing Portal tickets move into the in-app messenger?
Answer: Existing tickets that were created in the Support Portal will continue to be handled there until they’re resolved. New tickets created after the change will appear in the in-app messenger under Tickets / Messages inside Vincere.
Q5: I don’t see the messenger icon. How can I contact support?
If you don’t see the messenger icon in the bottom-right corner:
Try refreshing your browser or logging out and back in.
Make sure you’re using a supported browser and your network allows access to Vincere resources.
If the icon is still missing, please reach out to your internal system administrator, who can contact Vincere on your behalf.
Q6: Is email still supported as a way to raise tickets?
Answer: Our primary channel for new support requests is now the Vincere in-app messenger. It ensures faster routing, better tracking, and a smoother experience. Please use the messenger icon inside Vincere whenever you need help.
Q7: Is the AI Assistant the only way to get support now?
Answer: No. The AI Assistant is available 24/7 to give you instant answers and suggest help articles. If it can’t fully resolve your question, you can ask to speak to a person and we’ll connect you to the Support Team and create a ticket from the same chat.