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Contact support

If you can't resolve an issue using the documentation, email support@acium.io with a description of what you're seeing.

What to include​

The more detail you provide up front, the faster support can diagnose the issue. Where relevant, include:

  • Your Acium organization name and the email address of the affected user or administrator.
  • What you expected to happen, and what happened instead.
  • Steps to reproduce the issue, including the exact page or setting in the Admin Console, or the site and action in the browser.
  • When it started, and whether it happens consistently or intermittently.
  • Device and browser details — OS (Windows/macOS), browser and version (Chrome, Edge, Firefox), and whether the Acium sensor is installed.
  • Screenshots of the issue, including any error messages or the browser console (see Generate a HAR file for how to open the console).
  • A HAR file, for issues related to the extension, sign-in, or policy enforcement in the browser — see Generate a HAR file.
Note

HAR files can contain sensitive data such as cookies and page content. Only share a HAR file with support over the ticket, and let support know if it may contain sensitive information.