By the end of this guide you will have logged a support request that reaches the OneView team with everything they need to act on it first time.
Before you start. Gather the specifics while they're on screen: the container or ERN reference involved, what you expected, what happened instead, and roughly when. A screenshot helps more than a description.
Steps
Select the ? icon in the top right of any OneView screen. On a phone, open the menu first; the ? is at the top of the drawer.
Your browser opens the OneStop Help Centre in a new tab. Select Submit a request at the top of the page. 3. In Product/Service, choose OneView. Check this one: the form does not always pre-select it, and a request filed under another product takes longer to reach the right team.
Describe the issue: one line of summary, then what you expected, what happened, the references involved, and the time it happened.
Attach your screenshot, then submit. You'll receive a confirmation email with a request number; replies to that email go straight onto your request.
You do not need an account to submit
The request form on the Help Centre is open to anyone, so a colleague without a OneView login can raise a ticket, and you can submit one even if the problem is that you cannot sign in.
What makes a request fast
Include | Because |
|---|---|
The exact reference (container number, ERN, booking) | Support can pull up the same record you're looking at |
What you expected vs what you saw | Separates a data question from a product fault |
The time it happened | Data feeds are time-stamped; "this morning" narrows the search |
A screenshot | Ends most back-and-forth before it starts |
Urgent operational issues
A support request is the right channel for product problems. If a container is physically stuck at a gate right now, follow your normal operational escalation with the terminal or depot as well; don't wait on a ticket for something a phone call solves.
It worked if you received the confirmation email with a request number.
If it didn't, the form may have been filed under the wrong product (step 3), or your confirmation went to spam. Submit the form again from the Help Centre directly rather than through the app.