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When something does not work or you need help, write to Velyti Support from inside the app. Open Support in the side menu. It has two tabs: Requests and Support access.
The Support page.

The Support page.

Support answers by email, and the conversation is also kept in the request, so you can read the replies and answer from the app.

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Before you write

  • Look the term up in the Glossary. Many questions are about what a word of the paperwork or a figure means.
  • If you cannot open a section, the message says your role does not allow it. Ask whoever manages your company’s Velyti account to add it to your role. That person is who to ask inside the company for roles, branches and users. See Users and roles.
  • For plan limits or payments, check Plan and billing first.

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Send a request

1

Open a new request

In Requests, choose New request.
2

Say what is happening

Write the Subject in one sentence: what is happening or what you need.
3

Choose a category

Pick the Category that fits best.
4

Tell us the details

In Message, tell us what happened, on which screen and what you expected to happen.
5

Attach files if they help

Use Add files for PNG, JPG or PDF files. The form shows the maximum size of each. Use Remove on a file to take it out.
6

Send

Choose Send request. The app confirms with Request sent.

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Categories

Inquiries about personal data (Ley 1581 de 2012) are answered within 10 working days, and claims within 15. A request with a legal deadline shows it as Legal deadline with the date.

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Follow a request

The Requests list shows each request’s Subject, Category, Status, Last activity and who opened it. Filter by status to find one. Open a request to read the Conversation and the Attached files. To answer, write in Your reply and choose Send reply. When you no longer need help, choose Close request and confirm. If you need more help afterwards, open a new request.

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Support access

Sometimes the quickest fix is for the Velyti team to look at your account. The Support access tab lets you allow that, for a limited time.
1

Choose Grant access

The team can only enter with your permission.
2

Set the scope

Read only can see your information but not change it. Full access can see and correct records for you.
3

Set the duration and the reason

The duration is between 1 and 72 hours. Write the Reason: what support should look into. It stays in the log. You can link a Related request.
Support can never manage users or roles, or download scanned documents. While support has access, the app shows a banner with the scope and the end date. You can Revoke the access at any time: support loses access at once, and a session it has open ends on its next action. The Access log records every access granted or revoked and every change support made in your account. Use Show reads too to include each screen support looked at.
Grant the narrowest scope that solves the problem, for the shortest time. Your role needs the Support access permission to grant or revoke; without it you can see the accesses but not change them.