How support works

Support is inside your account #

Sign in, then choose Support in the sidebar. That page is headed Support, and it says what it is for: "Ask us anything about your account or your documents. Replies arrive right here — you will get an email letting you know one is waiting."

We keep it there on purpose. Your request, our replies and everything you have already told us stay together, so you never have to explain twice.

Starting a request #

Under Start a new request there are two things to fill in.

1. What is this about? — a short list to choose from. The options are Signing in to my account, Finding or downloading my documents, My purchase credits, How to use something, Signing and witnessing in my province, Something is not working, and Something else. Pick the closest one; if nothing fits, Something else is a real option and we read those the same way.
2. Tell us what is happening — a box for you to write in. Plain words are perfect. What you were doing and what you saw is usually enough.

Then press Send my request.

If we do not have a name on your account yet, the page will say "We just need a name to put on your request first." and offer you a link to add one. It will not keep what you have typed, so copy your message somewhere before you go.

What you get back #

A reference that begins with TK-, for example TK-4F7QK2ZB. It appears at the top of your request and in your list, so you can point at it if you need to.

Under Your requests each one shows its state:

• Open — with you.
• With our team — we have it.
• Closed — finished. If something comes up again, start a new request.

When we reply, the row says a reply is waiting, and you get an email telling you to come and look. The reply itself lives in your account, not in the email.

Please leave personal details out #

The Support page says this too: please do not include names or other personal details — our team does not need them to help you. We will never ask you for personal details, a password, or payment information.

When to write to us by email instead #

Support in your account is the way to reach us. There is one situation where it cannot be: when the account itself is the problem.

If you cannot sign in, if you think your account has been compromised, or if you are asking us about your own information after your account is gone, write to support@itssimplewill.ca. Writing to that address works whether or not you can reach your account.

For everything else, start a request in your account — it is faster for you and clearer for us.

Some things are not on the list #

A few topics — refunds among them — are not in the What is this about? list. That does not mean we cannot help. Choose Something else and tell us what has happened. For refunds, there is also a Refund page that handles it directly — it is not linked from anywhere inside your account, so Requesting a refund is where you will find the way to it.