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class="flex-row-reverse justify-between flex"><div class="jsx-a49d9ef8a9865a27 w-61 sticky top-8 ml-7 max-w-61 self-start max-lg:hidden mt-16"><div class="jsx-27f84a20f81f6ce9 table-of-contents max-h-[calc(100vh-96px)] overflow-y-auto rounded-2xl text-body-primary-color hover:text-primary max-lg:border max-lg:border-solid max-lg:border-body-border max-lg:shadow-solid-1"><div data-testid="toc-dropdown" class="jsx-27f84a20f81f6ce9 hidden cursor-pointer justify-between border-b max-lg:flex max-lg:flex-row max-lg:border-x-0 max-lg:border-t-0 max-lg:border-solid max-lg:border-b-body-border"><div class="jsx-27f84a20f81f6ce9 my-2 max-lg:pl-4">Table of contents</div><div class="jsx-27f84a20f81f6ce9 "><svg class="ml-2 mr-4 mt-3 transition-transform" transform="rotate(180)" width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M3.93353 5.93451C4.24595 5.62209 4.75248 5.62209 5.0649 5.93451L7.99922 8.86882L10.9335 5.93451C11.246 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href="#when-to-contact-amilias-customer-support" data-testid="toc-link-1" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section><section data-testid="toc-section-2" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-4"><a id="#when-to-contact-amilias-customer-support" href="#when-to-contact-amilias-customer-support" data-testid="toc-link-2" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section><section data-testid="toc-section-3" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-4"><a id="#h_6e09c94943" href="#h_6e09c94943" data-testid="toc-link-3" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section></div></div></div><div class="relative z-3 w-full lg:max-w-160 "><div class="flex pb-6 max-md:pb-2 lg:max-w-160"><div class="flex flex-wrap items-baseline pb-4 text-base"><a href="/en/" class="pr-2 text-body-primary-color no-underline hover:text-body-secondary-color">All Collections</a><div class="pr-2" aria-hidden="true"><svg width="6" height="10" viewBox="0 0 6 10" class="block h-2 w-2 fill-body-secondary-color rtl:rotate-180" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M0.648862 0.898862C0.316916 1.23081 0.316916 1.769 0.648862 2.10094L3.54782 4.9999L0.648862 7.89886C0.316916 8.23081 0.316917 8.769 0.648862 9.10094C0.980808 9.43289 1.519 9.43289 1.85094 9.10094L5.35094 5.60094C5.68289 5.269 5.68289 4.73081 5.35094 4.39886L1.85094 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Help</header><div class="text-md font-normal leading-normal text-body-secondary-color"><p>This article clarifies who to contact for help.</p></div></div><div class="avatar"><div class="avatar__photo"><img width="24" height="24" src="https://static.intercomassets.com/avatars/458945/square_128/sam-1721409720.png" alt="Samantha Postlethwaite avatar" class="inline-flex items-center justify-center rounded-full bg-primary text-lg font-bold leading-6 text-primary-text shadow-solid-2 shadow-body-bg [&:nth-child(n+2)]:hidden lg:[&:nth-child(n+2)]:inline-flex h-8 w-8 sm:h-9 sm:w-9"/></div><div class="avatar__info -mt-0.5 text-base"><span class="text-body-secondary-color"><div>Written by <span>Samantha Postlethwaite</span></div> <!-- -->Updated over 3 months ago</span></div></div></div></div><div class="jsx-ef86202475c6562f flex-col"><div class="jsx-ef86202475c6562f mb-7 ml-0 text-md max-messenger:mb-6 lg:hidden"><div class="jsx-27f84a20f81f6ce9 table-of-contents max-h-[calc(100vh-96px)] overflow-y-auto rounded-2xl text-body-primary-color hover:text-primary max-lg:border max-lg:border-solid max-lg:border-body-border max-lg:shadow-solid-1"><div data-testid="toc-dropdown" class="jsx-27f84a20f81f6ce9 hidden cursor-pointer justify-between border-b max-lg:flex max-lg:flex-row max-lg:border-x-0 max-lg:border-t-0 max-lg:border-solid max-lg:border-b-body-border border-b-0"><div class="jsx-27f84a20f81f6ce9 my-2 max-lg:pl-4">Table of contents</div><div class="jsx-27f84a20f81f6ce9 "><svg class="ml-2 mr-4 mt-3 transition-transform" transform="" width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M3.93353 5.93451C4.24595 5.62209 4.75248 5.62209 5.0649 5.93451L7.99922 8.86882L10.9335 5.93451C11.246 5.62209 11.7525 5.62209 12.0649 5.93451C12.3773 6.24693 12.3773 6.75346 12.0649 7.06588L8.5649 10.5659C8.25249 10.8783 7.74595 10.8783 7.43353 10.5659L3.93353 7.06588C3.62111 6.75346 3.62111 6.24693 3.93353 5.93451Z" fill="currentColor"></path></svg></div></div><div data-testid="toc-body" class="jsx-27f84a20f81f6ce9 hidden my-2"><section data-testid="toc-section-0" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none border-body-toc-active-border px-4"><a id="#h_5ea1886e80" href="#h_5ea1886e80" data-testid="toc-link-0" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base font-toc-active text-body-primary-color"></a></section><section data-testid="toc-section-1" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-4"><a id="#when-to-contact-amilias-customer-support" href="#when-to-contact-amilias-customer-support" data-testid="toc-link-1" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section><section data-testid="toc-section-2" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-4"><a id="#when-to-contact-amilias-customer-support" href="#when-to-contact-amilias-customer-support" data-testid="toc-link-2" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section><section data-testid="toc-section-3" class="jsx-27f84a20f81f6ce9 flex border-y-0 border-e-0 border-s-2 border-solid py-1.5 max-lg:border-none px-4"><a id="#h_6e09c94943" href="#h_6e09c94943" data-testid="toc-link-3" class="jsx-27f84a20f81f6ce9 w-full no-underline hover:text-body-primary-color max-lg:inline-block max-lg:text-body-primary-color max-lg:hover:text-primary lg:text-base text-body-toc-inactive-color"></a></section></div></div></div><div class="jsx-ef86202475c6562f article_body"><article class="jsx-ef86202475c6562f "><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="h_5ea1886e80"><b>When to Contact the Organization</b></h1></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>In most cases you should contact the organization responsible for your file. Here's a non-exhaustive list of topics they can help you with:</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>A refund </p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>A change to your schedule</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>A question concerning programming</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>An error on the balance in your file</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Adding a missed or forgotten discount</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Difficulty making a purchase<br/></p></div></li></ul></div><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="when-to-contact-amilias-customer-support"><b> How to Contact the Organization</b></h1></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>You can visit the organization's website to find their contact information, typically found under “contact us”. </p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>If you are browsing their online SmartRec store, click “Learn More” at the top of the page to view their contact details. <br/></p></div></li></ul></div><div class="intercom-interblocks-image intercom-interblocks-align-left"><a href="https://downloads.intercomcdn.com/i/o/uomxszla/1218268954/40b6fda17e2cf03e73e11c0e146e/Who+to+contact+for+help.png?expires=1740215700&signature=8d2cef5ab6387d66b1e4511b4932dd8e8c724f946a2a77e819234a6bbda49a58&req=dSImHst4lYhaXfMW1HO4zTsskaMD8dalQWplIx6ZA0XwyKCaDJRf2EDSJ6Zd%0APPE1E5JNO5QJLoce7Fs%3D%0A" target="_blank" rel="noreferrer nofollow noopener"><img src="https://downloads.intercomcdn.com/i/o/uomxszla/1218268954/40b6fda17e2cf03e73e11c0e146e/Who+to+contact+for+help.png?expires=1740215700&signature=8d2cef5ab6387d66b1e4511b4932dd8e8c724f946a2a77e819234a6bbda49a58&req=dSImHst4lYhaXfMW1HO4zTsskaMD8dalQWplIx6ZA0XwyKCaDJRf2EDSJ6Zd%0APPE1E5JNO5QJLoce7Fs%3D%0A" width="1455" height="440"/></a></div><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="when-to-contact-amilias-customer-support"><br/><br/><b>When to Contact Amilia's Customer Support</b></h1></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Amilia's customer support team is specialized for advanced intervention that an organization administrator is not able to perform.</p></div><div class="intercom-interblocks-unordered-nested-list"><ul><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Updating a password when any other attempt doesn't work</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>An error message appears and tells you to contact us directly</p></div></li><li><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Any other situation concerning infrastructure</p></div></li></ul></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>When speaking with Amilia's support team, we encourage you to take screenshots (if possible) and provide as much detail to help us quickly resolve your issue. </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>You can contact us at <a href="mailto:support@amilia.com" rel="nofollow noopener noreferrer" target="_blank">support@amilia.com</a> or by phone at 514-343-0004 (Greater Montreal) or 1-877-343-0004. </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>👉 Our support articles may also help solve most issues. <br/></p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-heading intercom-interblocks-align-left"><h1 id="h_6e09c94943"><b>How to Report a Suspected Vulnerability</b></h1></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>At Amilia, we are dedicated to providing a secure and trustworthy experience for all our users. Our commitment to security extends through every phase of our software development and support. </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>Despite our proactive measures to address potential security risks, we understand that vulnerabilities may sometimes arise. To help us ensure the security of our platform, we invite users to responsibly report any potential security or privacy vulnerabilities they encounter.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p>To report a potential security concern, please contact our support team by emailing <b><a href="mailto:security@amilia.com" rel="nofollow noopener noreferrer" target="_blank">security@amilia.com</a></b>. Our team will investigate reported issues promptly and follow our standard procedures to assess and address any verified vulnerabilities, helping to protect the entire Amilia community.</p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p> </p></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><i>* Last updated in November 2024</i></p></div><div class="intercom-interblocks-subheading3 intercom-interblocks-align-left"><h3 id="h_22cc2d40ba"><br/>You might also be interested in:</h3></div><div class="intercom-interblocks-paragraph no-margin intercom-interblocks-align-left"><p><a 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title","buttonUrl":""}}},"user":{"userId":"59286758-877f-4982-98e7-275171fb8ec7","role":"visitor_role"},"articleContent":{"articleId":"3430303","author":{"avatar":"https://static.intercomassets.com/avatars/458945/square_128/sam-1721409720.png","name":"Samantha Postlethwaite","first_name":"Samantha","avatar_shape":"circle"},"blocks":[{"type":"heading","text":"\u003cb\u003eWhen to Contact the Organization\u003c/b\u003e","idAttribute":"h_5ea1886e80"},{"type":"paragraph","text":"In most cases you should contact the organization responsible for your file. Here's a non-exhaustive list of topics they can help you with:","class":"no-margin"},{"type":"unorderedNestedList","text":"- A refund \n- A change to your schedule\n- A question concerning programming\n- An error on the balance in your file\n- Adding a missed or forgotten discount\n- Difficulty making a purchase\u003cbr\u003e","items":[{"content":[{"type":"paragraph","text":"A refund\u0026nbsp;","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"A change to your schedule","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"A question concerning programming","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"An error on the balance in your file","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"Adding a missed or forgotten discount","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"Difficulty making a purchase\u003cbr\u003e","class":"no-margin"}]}]},{"type":"heading","text":"\u003cb\u003e How to Contact the Organization\u003c/b\u003e","idAttribute":"when-to-contact-amilias-customer-support"},{"type":"unorderedNestedList","text":"- You can visit the organization's website to find their contact information, typically found under “contact us”. \n- If you are browsing their online SmartRec store, click “Learn More” at the top of the page to view their contact details. \u003cbr\u003e","items":[{"content":[{"type":"paragraph","text":"You can visit the organization's website to find their contact information, typically found under “contact us”. ","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"If you are browsing their online SmartRec store, click “Learn More” at the top of the page to view their contact details. \u003cbr\u003e","class":"no-margin"}]}]},{"type":"image","url":"https://downloads.intercomcdn.com/i/o/uomxszla/1218268954/40b6fda17e2cf03e73e11c0e146e/Who+to+contact+for+help.png?expires=1740215700\u0026signature=8d2cef5ab6387d66b1e4511b4932dd8e8c724f946a2a77e819234a6bbda49a58\u0026req=dSImHst4lYhaXfMW1HO4zTsskaMD8dalQWplIx6ZA0XwyKCaDJRf2EDSJ6Zd%0APPE1E5JNO5QJLoce7Fs%3D%0A","width":1455,"height":440},{"type":"heading","text":"\u003cbr\u003e\u003cbr\u003e\u003cb\u003eWhen to Contact Amilia's Customer Support\u003c/b\u003e","idAttribute":"when-to-contact-amilias-customer-support"},{"type":"paragraph","text":"Amilia's customer support team is specialized for advanced intervention that an organization administrator is not able to perform.","class":"no-margin"},{"type":"unorderedNestedList","text":"- Updating a password when any other attempt doesn't work\n- An error message appears and tells you to contact us directly\n- Any other situation concerning infrastructure","items":[{"content":[{"type":"paragraph","text":"Updating a password when any other attempt doesn't work","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"An error message appears and tells you to contact us directly","class":"no-margin"}]},{"content":[{"type":"paragraph","text":"Any other situation concerning infrastructure","class":"no-margin"}]}]},{"type":"paragraph","text":"When speaking with Amilia's support team, we encourage you to take screenshots (if possible) and provide as much detail to help us quickly resolve your issue.\u0026nbsp;","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"You can contact us at \u003ca href=\"mailto:support@amilia.com\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003esupport@amilia.com\u003c/a\u003e or by phone at 514-343-0004 (Greater Montreal) or 1-877-343-0004. ","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"👉 Our support articles may also help solve most issues. \u003cbr\u003e","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"heading","text":"\u003cb\u003eHow to Report a Suspected Vulnerability\u003c/b\u003e","idAttribute":"h_6e09c94943"},{"type":"paragraph","text":"At Amilia, we are dedicated to providing a secure and trustworthy experience for all our users. Our commitment to security extends through every phase of our software development and support. ","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"Despite our proactive measures to address potential security risks, we understand that vulnerabilities may sometimes arise. To help us ensure the security of our platform, we invite users to responsibly report any potential security or privacy vulnerabilities they encounter.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"To report a potential security concern, please contact our support team by emailing \u003cb\u003e\u003ca href=\"mailto:security@amilia.com\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003esecurity@amilia.com\u003c/a\u003e\u003c/b\u003e. Our team will investigate reported issues promptly and follow our standard procedures to assess and address any verified vulnerabilities, helping to protect the entire Amilia community.","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":" ","class":"no-margin"},{"type":"paragraph","text":"\u003ci\u003e* Last updated in November 2024\u003c/i\u003e","class":"no-margin"},{"type":"subheading3","text":"\u003cbr\u003eYou might also be interested in:","idAttribute":"h_22cc2d40ba"},{"type":"paragraph","text":"\u003ca href=\"%E2%80%8BYou%20might%20also%20be%20interested%20in:%20Who%20to%20contact%20for%20help\" rel=\"nofollow noopener noreferrer\" target=\"_blank\"\u003eWhat does SmartRec by Amilia have to do with my organization?\u003c/a\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e","class":"no-margin"}],"collectionId":"1988306","description":"This article clarifies who to contact for help.","id":"2720212","lastUpdated":"Updated over 3 months ago","relatedArticles":null,"targetUserType":"everyone","title":"Who to Contact for Help","showTableOfContents":true,"synced":false},"breadcrumbs":[{"url":"https://help.amilia.com/en/collections/1987934-customer-help-center","name":"Customer Help Center"},{"url":"https://help.amilia.com/en/collections/1988306-your-personal-account","name":"Your Personal Account"}],"selectedReaction":null,"showReactions":true,"themeCSSCustomProperties":{"--body-bg":"rgb(255, 255, 255)","--body-image":"none","--body-bg-rgb":"255, 255, 255","--body-border":"rgb(230, 230, 230)","--body-primary-color":"#1a1a1a","--body-secondary-color":"#737373","--body-reaction-bg":"rgb(242, 242, 242)","--body-reaction-text-color":"rgb(64, 64, 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