Support Center
The Support Center is FileOnion's in-app help desk: a searchable knowledge base, an FAQ, and a two-way ticket system. Open it from Support in the footer, from Support in the profile menu, or — on a phone or tablet — from the More sheet in the bottom navigation.
Everyone gets support
The Support Center is available to every signed-in user, including client-portal users. There is no role restriction — a client who has trouble uploading can open a ticket themselves.
The landing page
The page opens on How can we help? with a service-status indicator showing whether FileOnion is operating normally.
Below that:
- Search — one box that searches article titles, summaries, keywords, and FAQ answers as you type, with a match count.
- Quick actions — four cards: Submit a request, Start a live chat (typical response under 5 minutes during business hours), Email support, and Browse documentation (this site).
- Knowledge base categories — Getting started, Account & billing, Team management, Security & privacy, API & integrations, Workflows & requests, Troubleshooting, and What's new. Click one to filter to its articles.
- Popular articles — the most-read articles across all categories.
- FAQ — the same questions as the FAQ page, expandable inline.
- My support requests — your own tickets and their status.
Opening a ticket
Click Submit a request (or the button on any category card, which pre-fills the category). Fill in:
| Field | Notes |
|---|---|
| Subject | A one-line summary of your issue |
| Category | Which area the issue is in — pre-filled if you came from a category card |
| Priority | Low — FYI, no rush · Normal — ongoing issue (the default) · High — work is blocked · Urgent — business impact now |
| Describe what's happening | Steps to reproduce, what you expected, and any relevant IDs or screenshots |
Your email address is attached automatically — you don't need to type it.
What makes a ticket fast to answer
Name the request or client involved, say what you expected versus what happened, and include the exact wording of any error message. Screenshots of the whole page (not just the error) help more than cropped ones.
Tracking and replying
My support requests lists your tickets with their current status. Open one to read the full thread and add a message — tickets are a conversation, not a one-way form, so you can add detail or answer a question from the support team without opening a new ticket.
If FileOnion itself is down
If the Support Center can't reach the support service, it says so and shows a direct email address so you can still get help. You can always email support@fileonion.com directly, and check status.fileonion.com for live service status and incident history.
Response targets
The first-response target is 2 business hours for Normal and High priority requests. Urgent requests on the Enterprise plan are routed to a 24/7 on-call rotation. Professional and Enterprise plans include priority support — see Plans & Billing.