What this page is for
Support is where you raise a case with Moveya when something breaks, looks wrong or you need help, and follow the conversation until it's sorted. You only see the cases you've raised yourself.
- Who it's for
- Studio managers and instructors
- Plan
- Every plan
- Section
- Getting started
Before you start
- Your account needs to be linked to a studio. Instructors are linked when their studio manager adds them on Staff.
- If you can, take a screenshot or short screen recording of the problem.
Step by step
Open Support
Open Support from the menu. Under My cases you'll see how many cases you've raised, with a table listing each one.
Start a new ticket
Click Open Ticket. In the Open a ticket window, give it a short Subject and choose a Priority.
- Critical
- High
- Medium
- Low
Describe the problem
In Description, say what happened, what you expected to happen and the steps that cause it. It needs at least 10 characters.
Attach a screenshot or video
Under Attachment (Optional), click Choose file to add one image or video of up to 50MB.
Submit the ticket
Click Submit ticket. A message confirms your case number, and the case appears in the table with the status Open.
Follow the conversation
Click Details on a case to see it in full and read the Conversation. When Moveya replies, you're sent a notification and the status changes to Pending.
Reply to Moveya
In the case details, type your message under Reply to admin and click Send message. Replying to a Pending case sets it back to Open.
Common questions
What do the statuses mean?
Open means it's waiting for Moveya. Pending means Moveya has replied and is waiting for you. Completed or Closed means Moveya has finished with it. Reopen means you replied after it was completed or closed.
Can I change a ticket after submitting it?
Yes. Open Details and click Edit ticket to change the subject, priority, description or attachment, then click Save changes.
Can I close a case myself?
No. Only the Moveya team can mark a case as completed or closed. If your problem is sorted, send a reply to let them know.
Can other people at my studio see my cases?
No. Everyone only sees the cases they raised themselves, even within the same studio.
How do I find an old case?
Use the search box above the table to search by case number, subject, status or priority.
Related guides
Ready to try it?
https://moveya.io/studio/bugs