Support¶

Phone support is included on all PulseCAD plans. There is no tier that gets told to go away.

(208) 992-5045

Identifying yourself¶

The support line identifies you by a rotating PIN shown in your PulseCAD account. It changes every five minutes, so read it out when asked rather than writing it down in advance.

The PIN is per person, not per product. If you also use PulseRoster or PulseRadio, the same PIN identifies you on all of them. That is intended, not a bug, so don't be surprised when a PIN from one product works on another line.

Eligibility follows your community: owners and admins of a community with a live subscription can be identified this way.

What to have ready¶

Your community name as it appears in the CAD
What you were doing when it happened, and what you expected instead
The incident or report number if it relates to one
For anything visual, a screenshot helps more than a description

What support can and can't do¶

Can: look at your community's configuration, explain how a feature is meant to work, correct a plan or entitlement that's wrong, and reinstate a community suspended in error.

Can't: act as a member of your community. Support does not run your roster, write your penal code, or make dispatch decisions. Staff also do not read your civilians' records except where it is necessary to resolve a specific fault you have reported.

Reporting a bug¶

Use the in-app Feedback option where you hit the problem. It captures which screen you were on, which is usually the part that's hardest to reconstruct later.

Billing questions¶

Anything about a charge, a plan, a refund or an invoice: see Plans and Billing first, since plan changes and payment methods are self-serve from /settings/billing. Call if the answer isn't there.

Outages¶

If the CAD is unreachable, check the status of your own Nginx/FiveM connection first. Most "the CAD is down" reports turn out to be a game server that can't reach the API. If PulseCAD itself is down, the phone line is the fastest way to find out.