Help center support eXpress
We've collected answers to popular questions to make eXpress easy and convenient to use. Didn't find the answer to your question? Contact our support team.
Support Info
- Welcome to eXpress
- eXpress Support
- Introducing eXpress & Glossary
- Installation & Updates & Requirements
- Registering & Logging In
- User Profile
- Chats, Channels & Threads
- Contacts
- Tags & Tabs
- Files
- Calls & Conferences
- Push Notifications & Counters
- Fixing Background Work on Mobile
- Bots & SmartApps
- Diagnostics & Logs & Cache
- Admin Panel
- Admin Panel: General Information
- Users
- Chats
- Open Chats
- Calls
- Conferences
- Profile Change Request List
- Logout List
- Administrators
- Servers
- Bots
- Internal Bots
- External Clients Users
- UI Alerts
- Containers
- Audit
- Stickers
- Call Backgrounds
- Catalog
- Statistics
- Role Model
- Role Model Rules
- User Groups
- Call Reports
- Call Recordings
- Transcribings
- SMS Statuses
- Administrators Authentication
- Audit Settings
- Global Chat
- Global Bots
- Links to Chats/Calls
- Push Service
- File Service
- User Session
- Registration Settings
- Active Directory
- E-mail: self-registration
- OpenID
- Personal Data Visibility
- E-mail: sending emails
- Getting Started Instruction
- Blocked Users
- VoEx
- Server
- Support Info
- Network Security
- Registration Instruction
- SmartApps
- Mobile Menu Configuration
- Activations
- SMS
- Adapters
- Masks
- Security
- CAPTCHA
- Reserved Phone Numbers
- Suggests
- Kerberos Settings & Kerberos Suggests
- Jira Support Portal
- Technical Support for Admins
- Database Modifications Policy
- eXpress Documentation
- Privacy Policy
Support Info
RTS
CTS
ETS
eCTS
Support Contact Information
Here you can configure the display of contact details for users to reach support via phone, email, Telegram, WhatsApp (belongs to Meta, which is recognized as an extremist organization in the Russian Federation and is banned), Max.
Specify support or administrator contacts for your organization here so users receive help according to your internal processes.
Here you can also upload a FAQ file with tips for users or answers to frequently asked questions (in different languages).
What Are the HTML Requirements? 
These requirements apply to FAQ HTML files, as well as to files in the “Authorization notification” and “Registration instructions” sections — lay them out using the same rules.
- File format — HTML in UTF-8 encoding, size no more than 1.5 MB.
- ⚠️ The server removes tags and attributes that are not in the list below from the uploaded HTML. The text of a removed tag remains: for example, the contents of
<title>will end up at the beginning of the document.
Which Tags and Attributes Are Preserved and Removed After Uploading to the Server
| What | Preserved | Removed |
|---|---|---|
| Text | p, div, span, h1–h6, b, strong, i, em, u, br, hr, pre |
font, center, blockquote, s, del, ins, mark, small, sub, sup, code |
| Lists | ul, ol, li |
dl, dt, dd; the start, type, value attributes |
| Tables | table, thead, tbody, tr, th, td |
caption, colgroup, col, tfoot; the border, cellpadding, cellspacing, width, colspan, rowspan, valign attributes |
| Links | a with https:, mailto:, and relative addresses; the target, rel attributes |
tel: and javascript: addresses: the link remains without an address. Links to an anchor within the document do not work because the server removes id |
| Images | img with an external address; the width, height, alt attributes |
images embedded via data:; svg |
| Formatting | the style attribute on any tag, including body; the <style> block, but its rules work only by tag name |
the class, id, align, title, lang, dir, data-*, aria-* attributes |
| Other | — | script, noscript, iframe, embed, object, frame, forms, audio, video, details, meta, title, link, on… event handlers |
How Apps Display Uploaded HTML
| Where | How It Is Displayed | What to Consider |
|---|---|---|
| Android: FAQ, agreement on the sign-in screen and after signing in | Web page across the screen width | Wide elements (a long word without spaces, a wide table) are clipped on the right |
| iOS: FAQ on the sign-in screen and after signing in, agreement after signing in | Web page across the screen width | Without a specified font, text is displayed in a serif font. Wide elements scroll sideways |
| iOS: agreement on the sign-in screen | Simplified text | List bullets, font sizes, h1–h6 headings, margin and padding indents, hr lines, and block width and height do not work. The background is taken from the file, but the text color is not: it is black in the light theme and white in the dark theme. Blank lines appear before tables and in place of empty paragraphs |
| Web and desktop: FAQ, agreement on the sign-in screen and after signing in | Web page in a 500 px wide window | Without a specified font, text is displayed in a serif font. Anything wider than the window is clipped without scrolling |
| All platforms: links | https: and mailto: links open |
A relative link such as /faq/ does not open. Specify the full https://… address |
Is It Possible to Upload a Custom FAQ but Keep the eXpress Support Contacts?
No. If the Show eXpress Support Contacts checkbox is enabled, users will see the support details provided by eXpress, and uploading a custom FAQ file will not be possible.
Where Will Users See the Support Contacts and FAQ?
Users can view support contacts and FAQ:
- During app login — a blue button with a question mark in the bottom-right corner.
- After logging in, in the Settings section > Contact support.
When clicking the button, the user will see the FAQ, followed by a button displaying the support contacts.
What Support Contacts and FAQ Will the User See in the App?
| App screen | What will the user see? |
|---|---|
| First screen – choose login method | Support contacts and FAQ from the eXpress vendor on the RTS server, or, if using a branded app, contacts and FAQ from the ETS server |
| Subsequent login screens and after logging in | Support contacts and FAQ from the CTS /eCTS server, if the user is corporate, or from the RTS — if the iser is public. |