Finding solutions

Facing an issue? GoldFynch has a Knowledge Base of solutions to many issues that you may come across, and answers to most questions that you will have. It is also possible to report issues that are not found in the Knowledge Base.

Check to see if there is an existing solution

Searching from the Support Request window

Before reporting an issue or submitting a question, it is possible that the answer is already available in the Knowledge Base. You can quickly search to see if there is already an answer from within the app, by opening the Support Request window.

1) Click on the Help button which is always found in the top right corner of the screen of the GoldFynch app.

Help button

2) Click on the Search Articles button in the popup window that appears.

Search articles button

3) Click on the search bar that appears.

View support request window and click on search bar

4) Type your issue, or keywords relating to your issue, into the search bar. If there are any relevant articles, they will show up here.

Entering a search query

5) Click on the relevant article to be taken to its page in the Knowledge Base.

Searching articles for help

Searching from the Knowledge Base

1) Follow step 1 and 2 of the previous section.

2) Click on the or Browse articles button instead of clicking on the search bar. This will take you to the Knowledge Base. Optionally, you can directly access the Knowledge Base from here.

Navigating to Knowledge Base

3) Browse through the listed articles to see if your issue has an existing solution. You can also use the search bar to search for keywords.

Look through Knowledge Base articles

Report a new issue

Reporting an issue from the Support Request window

If you cannot find a solution to your issue in the Knowledge Base, you will need to submit a support request.

1) If there is a screen in the GoldFynch app that contains relevant information to your issue, navigate to that screen. This is so that you can attach an image of this screen to your request to provide additional context to the issue. Doing this is covered in step 4.

2) Click on the Help button in the top right corner of the screen.

3) Describe the issue you face in the text field of the popup window that appears.

Support request text field

4) If your current GoldFynch page contains relevant information to the issue (from step 1) click on the camera symbol in the bottom right corner of the text field. A screenshot of the current page will be taken and automatically attached to the request.

Support request screenshot

5) Click on the Submit Question button.

Submit support request

Reporting an issue

You also have the option to attach any other relevant files and links, as well as to format your message.

Reporting an issue from the Knowledge Base

1) Navigate to the Knowledge Base as described in the 'Searching from the Knowledge Base' section above.

Log in or sign up if you don't have an account

2) Click on the login button on the main FreshDesk screen

3) Enter your email address and FreshDesk account password.

Enter login information

4) Click on the login button. You can alternatively sign in with a Google, Facebook or Twitter account.

Submitting the support request

1) Click on the + New support ticket button.

Click on the new support ticket button

2) Enter your email address (the address associated with your FreshDesk account.)

3) Enter a subject and describe the issue you are facing in the respected boxes.

4) Click on the + Attach a file button and attach any related images or files.

5) Click on the Submit button.

Click on the submit request button

Once you have submitted a support request, a member of the GoldFynch team will get in touch with a solution as soon as possible.

Creating a FreshDesk account

1) Navigate to the Knowledge Base as described in the 'Searching from the Knowledge Base' section above.

2) Click on the sign up button.

Log in to your account

3) Enter your name and email address.

4) Check the I'm not a robot box.

5) Click on the Register button. You will receive an email confirmation with instructions on how to finish your sign-up process. If you do not after 10 minutes, please check your spam email folder.