You can check to see if there is a current platform incident (and if it is resolved) for many of our systems on the status page at status.firstup.io. If your issue is not explained by the status page, please reach out to Firstup Support as outlined below.
For details on Firstup Support availability, such as times and office closures, please refer to the Support Availability article.
Feedback, Issues, and Questions
Report issues, ask questions, or provide feedback about Studio or the member experience by submitting via the Support Portal at support.firstup.io.
Selecting the Submit a Request option from the menu bar will open up our self-service tool, allowing you to enter the question or issue you are experiencing. The self-service tool will then suggest relevant articles from our knowledge base that may relate to your question or issue.
If the suggested article answers your question, then marking the suggestion as helpful by selecting Yes, that helped lets us know that this article was helpful and trains the engine to return more relevant results to other users with similar queries. .
If the suggested articles do not answer your question, mark the suggestions as not helpful by selecting No, contact Support. This will present you with a form to fill out which will submit a ticket directly with the Firstup Support team. Support will respond via email to the email address provided.
The Firstup Support team will aim to respond back to you within one business day.
Mobile users may submit feedback directly to the Product and Development team for Firstup from the mobile app. To do so, select the "hamburger" button (≡) in the lower right-hand corner of the app, then select Send Us Feedback. Mobile feedback is not monitored by Support so issue reports should always be submitted via the web self-service tool.
Studio or Experience Completely Unavailable
If the issue affects the entire platform or all users (such as all users are unable to sign in, or you are unable to access any pages in Studio) we consider that a P0 or P1 issue. Please check our status page at status.firstup.io for details and regular updates.
If the incident is not listed on our status page, please contact us via the Support Portal as outlined above to alert us to the issue and the Support team will respond as soon as possible.
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