Getting support help and tracking your requests

If you ever get stuck on the platform, your first stop should be the Help Center. If you can't find the answer among its 300 articles, reach out to our Support team — they'll be happy to help you get unblocked.

• Where and how to contact Springly Support
• How to write a great support request for faster answers
• How to find and track your support requests

Where and how to contact Springly Support

All support requests should be submitted through support.assoconnect.com. Feel free to bookmark this link in your browser.

You can also access this page directly from your Springly platform by clicking the Help button in the top right corner, then selecting Contact us.

This system lets us route requests to the right area of expertise within our team (accounting, website, community, etc.) and review your platform directly to give you a precise, personalized answer.

You'll receive updates on your requests by email.

Phone support: calling Springly

We do not offer a phone hotline.

This is intentional: we prefer to start with a written exchange. It lets us properly assess your request and route it to the right expert.

If something needs further clarification, the expert handling your request will call you directly or schedule a phone appointment. A written summary will follow to close out the support request.

This keeps a written record that's useful for both sides — for you (e.g., to look back at a tip we shared) and for us (if multiple team members are involved in your request).

How to write a great support request for faster answers

A clearly described issue gets resolved faster. A complete request saves everyone time by avoiding back-and-forth follow-up questions.

It's essential to share as much detail as possible so we can understand what you're trying to do, what you've already tried, and what's preventing you from reaching your goal.

We recommend including in your request:

• The steps you took, what you were trying to achieve, and what went wrong (your question, any error message),
• Links to the relevant pages (the web address, starting with "https"),
• Screenshots showing the issue (see how to take one here),
• A specific example of the problem (a member, a transaction, a book entry, etc.).

For complex issues, a screen recording can be very helpful. Loom is a free and easy-to-use tool for this.

Finding and tracking your support requests

Support request updates are sent by email to the address you used when submitting your request.

You can also create an account to track all your requests and their status in one place.

Creating an account and/or signing in

To access your requests, you'll first need to create an account or, if you already have one, sign in. Go to Sign in at the bottom of any Help Center page.

You'll land on the page shown below.

If you've never created a Help Center account before, click Sign up.

Enter your full name and email address. Use the same email you use to sign in to Springly (you can check it on your profile).

You'll receive an email with a link to set a password for your account. If you don't see it in your inbox, check your spam folder.

Accessing your requests

Once signed in, your name will appear at the bottom of the page where Sign in used to be. Click your name, then select My activities.

Here you'll find the history of all requests submitted to Springly Support, including:

• the topic selected for your request,
• its ID number,
• its creation date,
• the date of the last activity,
• the status: Open, Solved, or Awaiting your reply.

If the status shows "Awaiting your reply", it means our support team has sent you an email with a question. You can reply directly to the email or open the ticket to respond there.

Please note: an updated last activity date may mean your request is currently being processed. In that case, you won't receive an email notification.

Viewing and replying to a request

Click on a request to view its details.

Once inside your request, you'll see:

• on the left, the message you sent;
• on the right, all the details of your request.

From there, you can reply ("Add to conversation") or close the request ("Mark as solved").

If you'd like to add more details, CC an additional email address, or attach a file, click "Add to conversation". Fill in the fields and send.

If you've found the answer on your own in the meantime, click Mark as solved.

Please note:

• If your request's status is "Solved", replying to it will reopen it.
• If you haven't received a response yet, there's no need to follow up. Your request has been received and our team will get to it as soon as possible.

Important note

We automatically block emails sent from domains associated with very high levels of spam — for example, "qq.com".

Tickets submitted from "@qq.com" addresses, among others, will not be received or processed by Springly Support. We encourage affected users to contact us using a reliable email service with effective spam protections.