# Support

When the answer isn't in these docs and Arlo can't help, the Mapademics team is one message away.

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## Reaching us

Your organization's primary support channel was set up when you started with Mapademics. If you don't remember it, ask the teammate who manages your Mapademics relationship.

If you've lost the channel, write to your Mapademics account contact directly and we'll re-share it.

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## What to include in a support request

The faster we can reproduce what you saw, the faster we can fix it. A good request includes:

* **Your organization's name** (the one shown at the top of the sidebar).
* **Your role** in your organization, if relevant.
* **What you were doing** — the page you were on and the action you took. Direct URLs are gold; the URL to a specific package or transcript row is enough for us to find it.
* **What you expected** — the outcome you were aiming for.
* **What happened instead** — the message, behavior, or missing data you saw.
* **The package name and the transferring institution**, if your question is about a specific package.
* **Screenshots** of the screen in question, especially error toasts.
* **Steps you've tried** — refreshing, re-uploading, asking Arlo, etc.

{% hint style="info" %}
**Never paste credentials, API keys, or other secrets into a support message.** If a key is involved, describe what you were doing with it; we don't need the value to investigate.
{% endhint %}

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## Next steps

* [Arlo, your in-app helper](/reference/arlo.md)
* [Glossary](/reference/glossary.md)


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://transfers-docs.mapademics.com/reference/support.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.