eXpress Support

If you have a suggestion for expanding the app’s functionality, contact eXpress support. Your request might already be in the development pipeline.

• Write to eXpress support using the buttons above.
• Contact the support using the internal chat in eXpress. If you don’t have access to the chat, reach out to your organization’s support or the eXpress account manager. A link to the created Jira ticket will be sent to the dedicated eXpress chat.

It is recommended to use the latest version of the app. Updates contain bug fixes and new features. If your organization uses a corporate app other than eXpress, contact your organization’s support or follow the provided instructions.

The server software is updated by the organization’s system administrators, or eXpress technical support or deployment specialists.

❓ Related Topics:

• Versions, Engineering Menu, and Logs
• Client App and Server Software Updates

eXpress support is divided into customer support and technical support.

	Customer Support	Technical Support
Task	Assisting users with the app.	Assisting administrators and partners in maintaining the app's server-side.
Availability	Customer support is free and available to everyone.	Technical support is available under a service contract, warranty, or special conditions.
Working hours	From 8:00 AM to 9:00 PM on weekdays and from 10:00 AM to 6:00 PM on weekends and holidays (Moscow time) or from 05:00 to 18:00 on weekdays and from 07:00 to 15:00 on weekends and holidays (UTC).	Working hours depend on the contract and service terms.
How to get?	You can contact customer support in the following ways: click one of the buttons above on this page; in the app, select Settings (avatar button) > Contact support; Your organization’s administrator can configure your organization’s support contacts here. click the support button on the app login screen; call the eXpress hotline. You can also join your organization’s internal chat with eXpress support — check with your eXpress account manager for details.	More details in the Technical Support section. If your eXpress project is in the deployment phase, the technical support is unavailable: contact your account or product manager to get assistance from deployment specialists.
Self-help materials	Chech the FAQ, as well as user tutorials	If you are a system administrator, you can get help: in the “For Administrators” expandable blocks: For Administrators: Example Expandable Block Additional information for administrators. in the Admin Guides by contacting the assigned technical support, whose contacts can be found in your service contract or in the “Technical Support for Administrators” section.

• The essence of the request: what exactly needs to be changed or added, in which section of the app, and under what conditions it will be used;
• The client platform the request relates to (Web, mobile app, etc.);
• How frequently users request this feature;
• Your assessment of the feature’s importance or priority.

Support specialists may ask follow-up questions. After discussion, they will either forward the request to development or explain why it cannot be implemented.

Perform the following steps:

1. Check Network Settings:
   • Ensure the device is connected to a stable internet connection (Wi-Fi or mobile network). Switch to another network if necessary.
   • Disable VPN, firewall, proxy server, or antivirus if they might block data transmission.
   • Check if there are any network traffic restrictions. If the issue persists, contact your organization's system administrator or support team.
2. Reload the App:
   • Web and desktop app: press Ctrl (Cmd) + R.
   • Mobile app: close it via the recent apps list and reopen it.
3. Sign Off and Sign Back In:
   1. Open Settings (avatar above the chat list).
   2. Select Close session.
   3. Sign in again using your phone number (required, if it exists!), email address, or server address (not via QR code).
4. Clear the cache or reinstall the app (details).
5. Review troubleshooting recommendations in the relevant support sections.

• Integration with other systems via bots and Smart Apps: documentation.
• Customizations for existing systems: discuss with the sales department.

If the issue persists, prepare diagnostic data and contact your organization's support team or the eXpress support.