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If you have a non-urgent query, you can submit an email support request at any time via the Help button within AroFlo. A member of our friendly Customer Service team will contact you within one business day.

Submit a new request

These instructions use the example of a 'System Issue'. For any other request type, e.g. Training Request, Data Import Request, simply fill in the fields that appear.

Clear Saved Draft

The form will auto save as a draft as you go along. If at any stage you want to clear the information and start afresh, click the(red rubbish bin) at the top of the form.

  1. Leave the support request window set to New Request.

  2. Choose the Request Type 'System Issue' from the drop-down menu.

  3. Enter a summary of the issue in the Summary field.
  4. Indicate the Severity from the dropdown menu:
    1. Unexpected Behaviour
    2. Cannot complete workflow
    3. Errors appear but work unaffected

    4. Critical.

  5. Enter the Details of the issue with as much information as possible, e.g. how this issue has affected your workflow, whether the issue impacts on previous behaviour, whether there are other ways in which you can achieve the desired result. If something is not working as you expected, you can also include examples of how you think the feature should work.
  6. Complete the Steps to Reproduce section. Press Tab or (add icon) to add more steps.
  7. Optional: Click Add More Info to record the expected and actual results of the steps you took, and how reliably the problem can be reproduced. Click Add Less Info to close this section.

  8. Upload any attachments, e.g. screenshots, that help to describe the problem. Either drag and drop the files into the Add Attachments box, or click Choose file.

    Upload video

    In some cases, a short video can help us diagnose a problem.

  9. Click Send Request. You will see a confirmation of your request with the AroFlo Job Number for your reference. You'll also receive an email confirming the details of your request. If you reply to this email, your details will be added to your request and our Customer Support team will be notified of the update.

    Alternative email address

    If you want us to respond to your request using a different email address, edit your email address in the Email Address field. Your confirmation email will still be sent to the email address we have on record in AroFlo but subsequent emails regarding the request will be sent to the one you typed in.

External Access required

For request types System Issue and Data Import Request, an Enable External Access tick box will be ticked by default. External Access allows us to log in to your AroFlo site if we need to, to address your request. We will only access your site in accordance with our terms of service and privacy policy. If you untick the box, we will contact you to request access if we need to, which may increase turn-around times for your request.

What happens now?

Our developers will look at the severity, the number of clients affected by the issue, and the area of AroFlo affected, to set priorities for their work. Some issues can be resolved very quickly, e.g. within an hour; others need more planning and resources and may need to be included in a future system enhancement.

Update an existing request

If you would like to add further notes or attachments to an existing request:

  1. Select Existing Request at the top of the Support Request section.

  2. Enter the AroFlo Job Number of your request into the Support Request Number field.

    This is found in your confirmation email, both in the subject and in the body of the email.

  3. Choose the Request Type from the dropdown menu:
    1. System Issue
    2. Enhancement Request
    3. Training Request
    4. Data Import Request
    5. General Enquiry
    6. Accounts Enquiry
    7. AroFlo Add-ons.
  4. Enter a summary of the issue in the Summary field.
  5. Complete the Details field.
  6. Upload any attachments (e.g. screenshots or videos) that might help explain the problem. Either drag and drop the files into the Add Attachments box, or click Choose file.
  7. Click Send Request. You will see a confirmation of your request with the AroFlo Job Number for your reference. You'll also receive an email confirming the details of your request.
    If you reply to this email, your details will be added to your request and our Customer Support team will be notified of the update.

View our Support product page

On this page:

Help and Support

AroFlo Help Centre

You can click on the question mark icon in the top right of your AroFlo site to send an email support request, start a live chat, or search our Help and Training resources.

Phone Support

If you need urgent assistance, please call our Customer Service team on the numbers below between 8:30am and 5:00pm, Monday to Friday (Melbourne, Australia time, public holidays excluded).

03 9259 5200
AU

09 8871 130
NZ

415 651 3496
US

After hours support

For business-critical issues after hours, call one of the above support numbers. If we can't answer immediately, please leave your details and we'll call you back asap.