Contact Support

How to get help and report issues with the CAT Platform.

Getting Help

Documentation Resources

Before contacting support, check these resources:

  1. Frequently Asked Questions - Common questions and answers
  2. Troubleshooting - Solutions to common issues
  3. Getting Started - Step-by-step guide for new users
  4. Table of Contents - Complete guide to all documentation

When to Contact Support

Contact support for:

  • Issues not covered in documentation
  • Error messages you don't understand
  • Technical problems that persist after troubleshooting
  • Questions about your account or subscription
  • Feature requests or suggestions
  • Reporting bugs or data issues

How to Contact

Email Support

Primary Contact: tmf77@cornell.edu

When emailing support, please include:

  1. Subject Line: Brief description of the issue

    • Example: "Order Processing Issue - Order ID 123"
    • Example: "Question About Verification Process"

  2. Your Information:

    • Your email address (registered with the platform)
    • Your name and affiliation
    • Your user ID (if known, found on Account page)

  3. Issue Description:

    • What you were trying to do
    • What happened (or didn't happen)
    • Any error messages you saw
    • Steps you took before the issue occurred

  4. Technical Details (if relevant):

    • Browser and version (e.g., Chrome 120, Firefox 121)
    • Operating system (e.g., Windows 11, macOS 14)
    • Order IDs (if related to orders)
    • Screenshots (if helpful)

  5. What You've Tried:

    • Steps you've already taken to resolve the issue
    • Whether you checked documentation
    • Any troubleshooting you attempted

Response Time

  • General Inquiries: Typically 1-2 business days
  • Urgent Issues: May receive faster response
  • Verification Requests: Reviewed within 1-2 business days

Common Support Topics

Account Issues

For account-related questions:

  • Account creation problems
  • Login issues
  • Password resets
  • Subscription questions
  • Profile updates

Order Issues

For order-related problems:

  • Orders not processing
  • Data access issues
  • File upload problems
  • Order limits and subscriptions

Technical Problems

For technical issues:

  • Page loading problems
  • Tool malfunctions
  • Data display issues
  • Browser compatibility

Verification & Publishing

For verification and publishing:

  • Verification request status
  • Publishing errors
  • Public data access

Reporting Bugs

If you encounter a bug or error:

  1. Document the Issue:

    • Note what you were doing when it occurred
    • Capture any error messages
    • Take screenshots if helpful

  2. Check if Reproducible:

    • Try to reproduce the issue
    • Note the steps that cause it
    • Check if it happens consistently

  3. Report to Support:

    • Email with detailed description
    • Include steps to reproduce
    • Attach screenshots if available

Feature Requests

Have an idea for improving the platform?

  1. Describe the Feature:

    • What you'd like to see
    • How it would help you
    • Use cases or examples

  2. Email Support:

    • Subject: "Feature Request: [Brief Description]"
    • Include detailed description
    • Explain the benefit

  3. Be Patient:

    • Feature requests are reviewed
    • Implementation depends on priorities
    • Not all requests can be implemented

Feedback

We welcome feedback on:

  • Documentation clarity
  • User interface improvements
  • Tool functionality
  • Overall user experience

Send feedback to: tmf77@cornell.edu

Emergency Issues

For critical issues affecting:

  • Data security
  • System outages
  • Data corruption
  • Urgent access needs

Contact support immediately with "URGENT" in the subject line.

Before Contacting Support

Checklist

Before emailing support, try:

  • ✅ Checked Frequently Asked Questions
  • ✅ Reviewed Troubleshooting guide
  • ✅ Refreshed the page
  • ✅ Tried a different browser
  • ✅ Cleared browser cache
  • ✅ Checked your internet connection
  • ✅ Verified you're using the latest documentation

Information to Have Ready

When contacting support, have ready:

  • Your registered email address
  • Your user ID (from Account page)
  • Order IDs (if relevant)
  • Browser and OS information
  • Screenshots or error messages
  • Steps you've already tried

Need immediate help? Email tmf77@cornell.edu with your question or issue.