Create a support ticket
Open a ticket with the Scanix team and what info to include for the fastest reply.
A support ticket is the fastest way to reach us. Tickets are linked to your account, so we already know who you are and what licenses you have — no need to repeat that.
Before you start
You'll need to be signed in to your Scanix account.
If you can't sign in, use the Contact form instead.
Create a ticket
- Go to /account/support/new.
- Pick a Category:
- Support — desktop app issues, how-to questions, bugs
- Sales — pricing, plans, Enterprise quotes
- Billing — invoices, refunds, payment failures
- Legal — privacy, compliance, contracts
- Other — anything that doesn't fit
- Enter a clear, specific Subject (e.g. "OCR fails on multi-column PDFs" rather than "Help").
- Describe your issue in the Message field.
- Click Submit.
You'll be redirected to your new ticket and we'll receive a notification.
What to include for the fastest reply
The more specific your first message, the faster we can help. For technical issues:
- What you were trying to do — the goal, not just the steps
- What happened — the actual result, including any error message (copy the exact text)
- What you expected to happen
- Your operating system (Windows 11, macOS 14, etc.) and Scanix version (Help → About in the desktop app)
- A sample document if relevant (drag a small redacted file into the message — we can't accept files larger than 10 MB in v1)
For billing or sales:
- Your invoice number or Stripe customer ID if you have it (find both at /account/billing)
- The specific date something happened
What happens next
- You'll receive an email confirmation with the ticket number.
- A Scanix team member will reply within the SLA for your plan (see Contact support for response times).
- You'll get email notifications when we reply. You can also check status at /account/support.
- We'll work the ticket until it's resolved, then close it. You can re-open by replying within 7 days of closure.
Sensitive information
Don't paste passwords, license keys, or full credit card numbers in tickets. We never need any of these — we can look up everything we need from your account. If you need to share a sensitive file, ask in the ticket and we'll send a secure upload link.
Troubleshooting
"New ticket button is missing." You're not signed in, or your account is suspended. Sign in at /login. If you're definitely signed in but still can't see the button, contact support via the public form.
"My ticket disappeared." It hasn't — refresh /account/support. All your tickets (open and closed) are there.