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GuideGetting helpWho this is for: Employees

Submit a help request

Send a request to the service team when something is broken or you need help.

Before you start

  • Sign in to the portal on your phone or computer.
  • Know what is wrong and where it is happening.
  • Take a photo of the problem first when you can. It often helps.

Steps

  1. Tap “Submit a request” on the Home screen.
  2. Choose the type of help you need on the “What do you need help with?” screen. The next screen opens on its own.The “What do you need help with?” screen with a tile for each request type.
  3. Choose where the problem is happening on the “Where is this happening?” screen. Pick your office or jobsite, or choose “Home”, “Hotel”, or “Remote”.
  4. Tap “Yes” or “No” under “Is work stopped?”. Choose “Yes” if you cannot keep working until this is fixed.
  5. Answer the short questions about your work if the screen shows them.
  6. Type what is happening in the box on the “Tell us more” screen.The “Tell us more” screen with the box where you describe the problem.
  7. Tap “Next”.
  8. Check the quick fixes on the “Before you file” screen. One of them may solve your problem.
  9. Tap “I still need help” to keep going with your request.
  10. Type your mailing address if the screen asks “Where should we ship it?”. You can leave it empty. Do not use a PO Box.
  11. Tap “Next”.

  12. Careful: Do not show passwords, pay details, or other private information in your photo.

    Add a photo if it helps. Tap “Take a photo” or “Choose from library”. A photo is optional.The “Add a photo” step with the “Take a photo” and “Choose from library” buttons.
  13. Tap “Next”.
  14. Check your answers on the “Review & submit” screen.The “Review & submit” screen showing your answers and the “Submit request” button.
  15. Tap “Submit request”.

What happens next

The screen says “Request sent” and shows your request number. The right team gets your request and will follow up.

You can open the request any time under “My requests” to see its status and replies.

No signal? Your request is saved on your phone and shows “Queued to send”. It sends by itself when you are back online.

Common problems

I do not see a “Next” button

Screens with one choice move ahead on their own. Just tap your answer.

The screen says “Please describe the issue before continuing.”

Type a short note about the problem in the box, then tap “Next”.

I lost my connection while submitting

Your request is saved on this device and shows “Queued to send”. It sends when you reconnect. Tap “Try again” to send it sooner.

Get help

If you cannot submit a request, ask a coworker or your supervisor to submit one for you. Give them your name and what is wrong.

Related guides

Last checked July 17, 2026 · Checked against PR #35