Setup
First steps
Access
Support Escalation Paths
Use this guide to decide who should help first when something is confusing, blocked, missing, delayed, or not working as expected. The fastest support path is usually the one closest to the decision: organization admins handle access and setup decisions, AWRA Support helps with product behavior and account help, Billing Support handles payments and subscriptions, and Technical Support handles deeper system errors or repeated failures.
Start simple: Search the help center, check whether the issue is about access or setup, then contact the person who can make that decision. Most missing-menu, wrong-warehouse, invitation, and approval-assignment issues should start with your organization admin.
Who To Contact First
| Contact | Use When | Examples | Send With Your Request |
|---|---|---|---|
| Organization Admin | The issue is about your organization's setup, your role, a missing menu, branch or warehouse access, user invitation, approval assignment, company settings, or whether you are allowed to perform an action. | Missing Inventory menu, cannot approve a PO, wrong warehouse access, inactive user, profile details wrong, vendor needs access, report hidden by role. | Your name, email, role, branch, warehouse, page name, record number, and the task you need to complete. |
| AWRA Support | The issue looks like product behavior that your organization admin cannot resolve, a help question needs clarification, a workflow behaves unexpectedly, or a visible error appears during normal use. | Login still fails after admin checks account, workflow repeats, scanner flow behaves differently than expected, report screen loads incorrectly, vendor portal action fails. | Module, record number, visible message, screenshot if allowed, time of issue, browser or device, and steps to reproduce. |
| Billing Support | The issue involves plan payments, subscription status, invoices, receipts, failed payment confirmation, entitlements, limits, renewal, upgrade, downgrade, or billing contact details. | Payment failed, payment was deducted but plan did not update, invoice missing, receipt not received, plan limit reached, subscription renewal question. | Organization name, invoice number, payment reference, amount, payment method, timestamp, payer name, and provider message. |
| Technical Support | The issue is repeated, affects many users, blocks a critical workflow, involves sync failure after required fields are fixed, produces a persistent error, or affects connected tools and devices. | QBO sync keeps failing, scanner devices fail across a warehouse, notifications stop for many users, reports mismatch after filter checks, stuck workflow cannot be reassigned. | Impact, affected users, affected records, module, timestamps, exact error text, device or browser details, and what changed recently. |
Escalation Order
- Check the help article first: Search this help center for the module, workflow, or error type.
- Ask your organization admin: Start here for access, roles, branches, warehouses, approvals, users, vendor invitations, and setup questions.
- Contact the right AWRA channel: Use AWRA Support for product help, Billing Support for payments and subscriptions, and Technical Support for repeated system or integration failures.
- Escalate urgency clearly: Say whether the issue blocks sales, receiving, approvals, payment, reporting, supplier deadlines, or customer delivery.
- Keep one issue per request: Separate unrelated access, billing, sync, scanner, and report problems so each one can be resolved cleanly.
What To Include When Asking For Help
- Task: What you were trying to do, such as receive stock, approve a request, close a shift, export a report, or retry a sync.
- Module and page: The area of AWRA where the issue happened.
- Record number: Item, request, RFQ, PO, invoice, payment, transfer, workflow, sync run, or report reference if available.
- Scope: Whether it affects one user, one branch, one warehouse, one vendor, or many users.
- Evidence: Exact message, screenshot if allowed, time of issue, browser or device, and the steps that caused it.
- Urgency: Whether the issue blocks sales, receiving, approvals, finance close, supplier deadlines, or customer delivery.
Urgency Guide
| Urgency | Meaning | Examples |
|---|---|---|
| Critical | Business operations are blocked for many users or a time-sensitive financial, sales, procurement, stock, or customer workflow cannot continue. | POS cannot sell, receiving is blocked, payment deducted but plan inactive, finance close blocked, all users locked out. |
| High | A key team or workflow is blocked, but there is a temporary workaround or only part of the operation is affected. | Approver unavailable, one warehouse scanner group failing, repeated sync failure for important invoices, vendor cannot submit a due quotation. |
| Normal | A user needs help, a setting needs review, a report needs explanation, or a workflow is confusing but daily operations can continue. | Missing menu, report filter question, role change request, profile update, glossary or workflow clarification. |
Best ticket format: "I am trying to [task] in [module] for [record number] at [branch/warehouse]. I expected [result], but saw [message/result]. It affects [users/team] and started at [time]."
Support escalation
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Capture the module, record number, branch or warehouse, user, visible message, and what you expected to happen before contacting support.