Welcome to your practical guide! Find everything you need in one place to manage the most common issues faced by your community members.
You can add this page to your favorites to come back whenever a user encounters an issue. This guide becomes a go-to tool to handle requests efficiently and quickly!
How to use this guide
If you are part of the community management team and want to resolve users' issues quickly, you are in the right place! Here’s how to use it:
- Identify the issue by consulting the list below
- Click on the dedicated article, which will present all necessary resolution steps and checklists to follow
- Use the response templates to save time!
- Share this guide with your team or external providers
Common member issues
| Category | Dedicated article for the encountered issue |
|---|---|
| Social missions | Points not received after completing a social mission - Quick checks |
| Community login | Admin login issues on the back office - Quick checks |
| Member login issues on the community - Quick checks | |
| Other | More dedicated articles coming soon... |
When to contact support?
Consult this guide and the resolution articles before creating a Skeepers support ticket. You will be able to act quickly, improve efficiency, and reduce resolution time.
However, even with this guide, some cases require a support ticket:
- If you have followed the checklist or instructions but the issue persists
- If the issue is related to a technical bug or a problem directly linked to the platform
- If it is a specific request or a complex case that falls outside the scope of the articles