eXpress Support

We are happy to greet you on the eXpress Support section!

Here you can find information about the main functions and features of eXpress either for regular users or customer administrators or support services. Each topic section provides troubleshooting methods for any problems, that may occur when using the relevant functions.


You can search here using keywords: enter a keyword or phrase in the search field above and press the Enter key, and you will find the corresponding article.

Read up the eXpress Support section to get to know eXpress better!

If you couldn't find help in the eXpress Support section here, please contact support. eXpress support service is divided into the customer support and the technical support.

Client support

Customer support is free and available to all customers. It works with requests related to the client application from end users.

Working hours (24h format UTC) are: 5–18h on Monday–Friday and 7–15h on Saturday, Sunday, and Russian public holidays.

To contact customer support, use the following options:

• click one of the buttons above on this page
• select Settings (user avatar button) > Contact support in the app
  
  Your organization's administrator can set up your organization's support contacts here.
• press the support button on the app's log in screen
• call the hotline (consultations are in Russian language only).

You can also join your organization's internal chat with eXpress support — ask your eXpress account manager for further details.

Technical support

Technical support is available under a service contract, warranty or special terms. Technical support specialists work with requests from system administrators or customer's partners related to the server part of the application.


Technical support working hours depend on the contract and terms of service.

If you are a system administrator, please refer to To administrator: ... info spoilers and the Administrators support section (you can contact technical support from there).

Please complete the following steps before contacting support.

Install updates regularly

It's highly recommended to use an actual version of the app. The updates contain error fixes and new features. If your organization uses a custom app other than eXpress, contact your organization's support to obtain it or follow the instructions sent to you.

The server software for the app is updated by the organization's system administrators or eXpress technical support.

❓Related questions:
• Diagnostic information
• Updates for the app clients and server

Try to fix the problem yourself

Here what you can do:

1. Check your network settings:
   • Are you using a connection from a mobile operator or a Wi-Fi connection on a mobile device? Is the connection stable? Change the network if necessary.
   • Whether you are using a VPN, a firewall or proxy server that restricts data transfer, or an antivirus that can both restrict data transfer and interfere with the operation of the app. Try turning them off.
   • Is there any network traffic restrictions — they may cause issues with sending messages or with routing. Ask your system administrator for details.
2. Restart the app: press CTRL (CMD) + R in the web/desktop app, or remove the app from recent apps list on a mobile device and start in again.
3. Try to close the app's session and sign in again: in the app go to Settings (the avatar button) > select Close session > sign in not by the QR code, but rather using your mobile phone number, e-mail address or corporate server address.
4. Clear the app's cache or reinstall the app.
5. Follow the recommendations for troubleshooting problems related to a particular feature of the app in appropriate sections of the support page.

Collect info and contact support

If you couldn't resolve the issue yourself, please prepare the diagnostic information to contact support with.

Examples of problem-solving by a system administrator or support

If you are a system administrator or a member of a support team, and the user asks you for help with the app, please follow the diagnostics steps, for example:

User got a “User not found” error, when tried to log in

Check the troubleshooting steps in the “User not found”, “User is not registered on server”, “E-mail or login not found” section.

Push notifications aren't working on Android

Help user using the troubleshooting steps in the Notifications on Android aren't working, although everything is configured section.

Use the search here to find information about any other errors.

Unusual Android app's bug

Your user found an unusual behavior in the Android app: they entered the + symbol, added some text and sent it — and the web app's showing exactly what they have sent. But the Android app shows a dot symbol instead of a plus symbol. Screenshots of this issue have been sent.

Here what a system administrator or a support member could do:

• Reproduce the problem using the same or similar devices, following the same steps the user did.
• Contact the eXpress support team and pass it details about the error, steps, and screenshots or videos.

If you have got an idea to expand the app's feature set, please contact eXpress support. Most likely, your wish is already have been planned.

There are different ways of asking for new features:

• contact eXpress support using buttons above.
• contact eXpress support 2nd line using internal chat from eXpress. If you are not there, contact your organization's support or the eXpress's account manager to get access to the chat.

It is recommended to point the following:

• The main point of the request answering the questions “What?”, “Where?”, and “When?”.
• What client platform this request is related to.
• How often this feature is being asked for.
• Your personal rating or priority of the asked feature.

Support may ask additional questions in response to your request. As a result of the discussion, support transmits the request to development or informs why it cannot be implemented. A link to the request opened on the Jira portal will be sent to you in the internal eXpress chat.

The documentation about any external integrations using bots and Smart Apps is available here. You can discuss modifications to existing systems with our sales team.

Each organization that contacts eXpress support has its own tracker of errors and feature requests on a special Jira portal. To access it, contact eXpress support.

There are two main sections on the Jira support portal:

• client support section. You can't create requests yourself, but you can follow tickets created by eXpress client support to return to your request from the chat. Client support tickets do not have an SLA. Due dates and decisions depend on the developers and are subject to change. Client support can only notify you when a bug or improvement is taken into a sprint and planned for implementation, or about the decision to take/not to take them into development.
• technical support section. You can create and follow your requests, created under terms of maintenance of eXpress technical support. Contact your eXpress account manager to clarify the terms and SLA.

You can clarify information on a ticket at any time by contacting support. Or you can watch status changes using tickets subscription by email or by visiting the Jira portal.

Working with the support portal

If you have no access to the portal, you may request it from the internal eXpress chat made for your organization. The support will send an invitation to the e-mail address you provided. In the invitation letter, follow the link and register on the portal by creating a password. To access the internal chat, contact your organization's support or eXpress's account manager.

Browse to client support section or to technical support section.

If you have forgotten your portal login password, please enter your e-mail into the forgotten password form, or contact eXpress support to restore access.

All requests from your organization can be accessed through the Requests button in the top right corner > All Requests. You can comment on requests (Comment on this request) or close them (Resolve) if a problem has solved, or cancel them (Cancel), if it can no longer be reproduced. However, it is recommended to leave a comment so that eXpress can review the request.

To create a technical support request, go to the technical support section, select the type of request and fill out the fields.

Request statuses are the following:

• Ожидание поддержки (Waiting for support) — the request is waiting to be processed by support.
• Ожидание заявителя (Waiting for customer) — support requires additional information from the requester (see the last comment, there will be a question there).
• Проверяется (Check) — support is checking/trying to reproduce the error.
• В работе (In progress) — support is working on your request.
• Передано в разработку (Escalated) — information on the problem or error has been sent to development, we are waiting for a response.
• Анализируется (Analyse) — support/developers analyse the collected information.
• Заведено, ждём (Pending) — bug or task has been put into development, we are awaiting implementation.
• В активной разработке (In Development) — developers are working on a task or bug fix.
• На паузе (On Hold) — if there is no feedback from the requester for a long time, or this status was set by the requester's request.
• Ждём выпуск (RELEASE WAITING) — the task is completed, or the bug is fixed, but has not yet been released, we are waiting for a new version.
• Решено (Resolved) — the problem or question has been resolved and is no longer relevant.
• Отменено (Canceled) — when the problem is not reproducible or the task is not planned for implementation.

Priorities:

• High, Highest indicate an urgent serious issue affecting many users and interfering with their workflow, that needs to be fixed ASAP.
• Medium indicates a problem, that occurs quite often, but does not interfere with the workflow in general (or there is a temporary solution).
• Low, Lowest indicate occasional or non-critical problem.