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How to get help
How to reach the Spyral team when something does not work, and what to include so the answer comes back on the first reply.
Try this help centre first
Use the search box at the top of any page. Most questions that reach us are answered somewhere here, usually on the page for the step that failed.
Two pages catch the majority of them: Troubleshooting for things that went wrong, and the FAQ for things that behave in a way people do not expect.
Ask a colleague if it is about access
If a button, a tab or a whole section is missing for you, that is normally your role rather than a fault. The workspace owner or an administrator at your firm can change it, and they will do it faster than we can. See Team members and roles.
The same applies when a page opens behind a card saying it is unavailable. That depends on your firm's plan, and a manager at your firm resolves it from the Team page.
Contacting the Spyral team
Inside Spyral, the Help center entry at the bottom of the sidebar opens a Contact support form. Fill in a subject and a message and send it.
That form hands the message to the email program on your computer rather than sending it itself. On a machine with no email program set up, which is common on a locked-down office desktop or when you work entirely in a browser, the dialog closes and nothing is actually sent.
If you are not certain a message went, write to us directly from your normal mailbox instead.
The most reliable way to reach us is to email support@spyral.lu directly from your normal mailbox. That works from any machine, whether or not an email program is set up on it.
Replying to any email Spyral has sent you reaches the same place.
What to include
A message with these five things in it usually gets a real answer on the first reply. A message saying "it does not work" usually gets a reply asking for them.
What you were doing. The page you were on and the button you pressed. "I was on the Finance tab and pressed Generate."
Which company or which document. Name the company, or the document by its file name. Nearly everything in Spyral is per company, and without knowing which one we are looking at the wrong record.
What you expected to happen.
What happened instead. Quote the message on screen word for word if there was one.
When it happened, at least to the nearest hour, and your time zone if you are not in Luxembourg.
Two more things help when they apply.
An error reference. If Spyral showed you a code beginning ERR-, include it exactly. It points straight at the record of what failed.
A screenshot. One picture of the whole browser window, not a crop, showing the message and the page it appeared on.
What not to send
Do not send passwords, authenticator codes or the setup key for two-factor authentication. Nobody at Spyral will ask you for them.
If your issue concerns a specific client document, describe it rather than attaching it. We can find it in your workspace if we need to.
Locked out of your account
If you have lost the phone holding your authenticator app, you cannot restore access yourself and resetting your password will not clear two-factor authentication. Write to us from the email address on the account and say that you have lost your second factor. See Security and two-factor authentication.
If you are simply locked out after too many failed attempts, wait 15 minutes and try again. That is a temporary block, not a disabled account.