Contacting PMA support and sharing safe diagnostics
Create a traceable PMA support case with enough safe evidence to diagnose the problem while keeping private husbandry data, credentials, and internal staff notes protected.
Before you begin
- A signed-in PMA account.
- The affected organization selected when the issue is organization-specific.
- A short description of what you expected and what happened.
- Optional JPEG, PNG, WebP, or PDF evidence within the displayed limits.
Interface walkthrough
These annotated interface maps describe the current PMA controls. They do not replace a real record review in your workspace.
Collects category, urgency, subject, description, and bounded attachments.
Adds technical context needed for troubleshooting without including passwords, tokens, or full private record payloads.
Shows status changes and replies intended for you. Private platform notes never appear here.
Step-by-step workflow
Choose the closest category
Select account access, import, synchronization, billing readiness, bug, security, or another available category. Accurate categories help PMA route the case.
Set urgency honestly
Use urgent only when essential operations, account security, or broad data access are affected. A feature question is normally standard urgency.
Describe the evidence
Include the action, expected result, actual result, approximate time, route, and whether it repeats. Avoid passwords, MFA codes, access tokens, or unnecessary animal medical details.
Attach bounded evidence
Upload only supported file types and review screenshots for sensitive information before submission.
Follow the case
Reply inside PMA when support requests clarification. Statuses distinguish submitted, under review, waiting for customer, fix planned, resolved, and closed.
Expected result
The PMA support team receives a private customer report with safe diagnostic context, the submitter can follow customer-visible replies, and every status change remains auditable.
Safety boundaries
- Support cases do not grant PMA staff unrestricted access to private organization records.
- Internal support notes are never returned through customer-facing functions.
- Issue-report screenshots are private to the submitter and authorized PMA platform support; organization roles do not expose another person's report or screenshot.
- Authentication secrets must never be included.
- Security concerns should be described without publishing exploit instructions or active credentials.
Troubleshooting
An attachment will not upload
Confirm the file is a supported JPEG, PNG, WebP, or PDF and does not exceed the current size or count limit. Submit the case without it if necessary.
The case says waiting for customer
Open the case timeline and respond to the latest visible question. The case remains preserved while waiting.
The same error affects several people
Each affected person may report it, but include the same route and approximate time so PMA can group the shared error fingerprint.