When the help articles do not answer your question, or something in Propivix is not working as described, email the Propivix support team. This article explains how to reach them and what to include.
Email support
Email support@propivix.com.
Write from the email address you sign in to Propivix with, if you can. It helps the team find your account and organization.
One problem per email works best. If you have two unrelated problems, send two emails, so each one can be followed on its own.
Before you write, check Troubleshooting. Many messages in Propivix are explained there, including an RFP analysis that was cut short, a refused submission export, slow asset matching and pages that show an error with Retry.
What to include
A good report lets the team see what you saw without a back-and-forth. Include:
- The page address. Copy it from your browser's address bar. It identifies the exact RFP, proposal or page, for example a link that begins with
/dashboard/rfps/. - What you did. List the steps in order, such as "Opened the RFP, selected Re-analyze, then selected Replace requirements".
- What you expected to happen.
- What actually happened. Copy the exact wording of any message on screen. A screenshot also helps.
- When it happened. Give the date and time with your time zone. If it happens every time, say so; if only sometimes, say roughly how often.
For a problem with a proposal export, also say which export you chose, Internal review draft or Prepare submission files, and whether you picked Word or PDF.
For a problem with an RFP's analysis, also say roughly how long the RFP is and whether you added documents after the first upload.
What not to send
- Never send your password, a password reset link or a multi-factor authentication code. Support does not need them to help you.
- Do not attach full RFP documents or proposal files unless the team asks for them. The page address is usually enough to identify the RFP or proposal you mean.
- Leave out personal information that is not part of the problem, such as teammates' CV details.
Related guides
- Troubleshooting: what the errors and warnings in Propivix mean.
- A page shows an error with Retry: what to try before you write.
- Getting Started with Propivix: the setup steps and where each feature is explained.