How Does Support Work at Mobility Work?

At Mobility Work, we place great importance on providing high-quality support to our customers. In this article, we’ll explain how you can benefit from our assistance.

We offer online support accessible directly through our platform. You can submit your questions, issues, or support requests directly from your account. Simply click the Help button located in the bottom right corner of the screen.

This option allows you to search our knowledge base articles or contact support directly via chat or through a contact form.

Our support team is available in three languages – French, English, and Spanish – to assist you and provide quick and effective solutions.

Support team working hours are from 9 AM to 5 PM UTC +2, on business days.

Types of Assistance Available

Knowledge Base

To help you get the most out of our platform, we have created a comprehensive knowledge base. You will find articles, tutorials, and guides that will help you solve common issues and get the most out of Mobility Work. Before contacting our support team, we encourage you to check the knowledge base, as you may find the answer to your question there.

Online Support

If you can’t find the answer to your question in the knowledge base, we offer online support. Depending on the type of request, you can choose how to contact us.

Real-Time Chat

For specific issues such as login problems, password management, and similar inquiries, we recommend using the chat option for immediate assistance and quick resolution. However, if the chat is unavailable, rest assured that we respond promptly via the contact form.

Contact Form

For bug reports or feature requests, it is better to use the contact form so you can provide a more detailed description and any relevant supporting documents if needed. By using the contact form, you’ll be asked questions that will help us process your request more efficiently.

Best Practices

When contacting support, it’s important to follow certain best practices to ensure efficient and quick assistance. Here are some tips:

Be clear and precise

When describing your problem or question, make sure to be as clear and precise as possible. Provide relevant details such as the steps you took, any error messages encountered, the issue your request is addressing, and any other information or images/videos that could help the support team understand your situation.
Provide valid information

Ensure you provide valid information, such as the name of the network concerned, so the support team can process your request quickly.
Create a request for each topic

To make it easier to track your different requests, please create a separate request for each topic. Not all requests are handled in the same way or by the same team, so it's better to separate them.
Use the Help button when creating requests

While support can be contacted via email, we recommend using the Help button when submitting your requests. By using the contact form, we will ask you questions that are essential for processing your ticket. This will shorten the time it takes to handle your request.

To reply to an existing ticket, you can do so directly from the email.
Follow the support instructions

When you receive a response or instructions from the support team, make sure to follow them carefully. If specific steps or actions are required, ensure you carry them out and provide the requested information.

Also, regularly check your spam folder or anti-spam filters to make sure you don't miss any responses from support. This will help speed up the resolution of your issue.

By following these best practices, you’ll increase your chances of getting effective support and quickly resolving any issues with Mobility Work. Our support team is here to help, so don’t hesitate to reach out if you need assistance.