Help and Support
Accessing the support channel
In order to access the Support Desk in Mobiloan,
Select the Hamburger Menu "
" located in the top right corner of the screen. Select Help and Support.
Select Mobiloan Support Desk.
After this, you will be taken to the Support Desk Screen.
Support Desk Features
Each ticket submitted by the user will have one of the following statuses: "New," "Open," "Pending," or "Closed." The status is automatically assigned based on the response from our Support Desk.
When users select a ticket from the main table, they will be presented with a dropdown menu offering various options related to the ticket. This includes the ability to view the ticket's comments and metrics, see the list of CC'd users, and contact the Support Desk if needed.
Viewing Ticket Comments
Comments pertain to the messages or responses that have been exchanged between the user and the support agent. The screenshot below illustrates the interface that displays and facilitates the exchange of comments.
As depicted in the screenshot below.
Calling Support ?
You can call Mobiloan Support by selecting the "Call Support" option from the dropdown menu that appears after selecting a ticket.
Please note that you can only dial into support for tickets that have an "Open" status or have been created within the past hour.
Ticket Metrics ?
Ticket Metrics are dates and statistics used to store important information and to assess the efficiency of the ticket, as seen in the screenshot below:
Sending a Support Ticket
If you click on the "New Ticket" button located in the top-right corner, a new ticket form will appear, which will require you to enter all the necessary information required by our support desk.
Support Ticket Good Practice
Craft a clear and concise subject line that summarizes the issue you're facing.
In the body of the ticket, provide a detailed description of the problem. Include relevant details such as what you were doing when the issue occurred, any error messages received, and steps you’ve already taken to troubleshoot.
Mention specific information like client numbers, loan numbers, page titles, or the last actions you performed.
Always maintain a polite and patient tone. The support team is dedicated to assisting everyone promptly, so respectful communication is key. Start your ticket with a greeting, and avoid opening with a question or demand. A humble and courteous approach will yield the best results.
Uploading of Media
Attach any relevant screenshots or video recordings using the Smart File Uploader o help the support team diagnose and resolve the issue faster.
If possible, submit the ticket from the same device where the problem occurred, as this provides additional context for troubleshooting.
Requesting a custom report
Simply select “Reporting Request” as the ticket type, and Mobiloan will display a sample data table where you can input column headers and sample data, with the option to add multiple columns as needed.
Once submitted, our team will receive the full table exactly as you've entered it, making it easier and more efficient to develop your custom report — provided all columns align with our schema requirements.
Amplifin Related Issues
Instead of getting stuck in a loop with the dreaded "Amplifin error" message in Mobiloan, there's a quicker way to get help!
Skip contacting the Mobiloan support desk, who might just redirect you to Amplifin anyway. Instead, look for the "Contact Support" button within the error message itself.
This button will connect you directly with Amplifin specialists who can diagnose and resolve your issue efficiently. When you click it, Mobiloan summarizes the exact breakpoint in the Amplifin API Call. This means Amplifin experts can immediately see the exact cause of the error, without you needing to explain technical details!
Select the 
option to get a hold of the support line. You may use your initial email as a reference of your enquiry,
Click the "Email Support" button, and we'll automatically fill in the email with all the details of the error.
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