How can we help you?

How to open a support ticket

Follow these steps to create a new ticket and get help from our technical team.

1. 1

   Sign in to your account and access the client area.

2. 2

   In the sidebar, click 'Tickets' and then 'New ticket'.

3. 3

   Select the category that best describes your issue (e.g. Technical error, Query, Request).

4. 4

   Write a clear title and a detailed description of the problem. The more detail, the faster the response.

5. 5

   Attach screenshots or files if needed (max 10 MB per file).

6. 6

   Click 'Submit ticket'. You will receive a confirmation email with the tracking number.

Tracking and replies

Stay on top of your ticket status and how to communicate with the team.

1. 1

   Go to the 'Tickets' section of the sidebar to see all your tickets.

2. 2

   Click a ticket to view the full conversation thread.

3. 3

   To add more information or reply to the team, type in the reply field and click 'Send'.

4. 4

   You will receive automatic notifications when the team updates your ticket.

5. 5

   Once resolved, the ticket status changes to 'Closed'. You can re-open it if the issue persists.

Priorities and response times

Understand priority levels and when to expect a response.

1. 1

   Low: general queries and suggestions. Response within 48–72 h.

2. 2

   Medium: issues that don't block work. Response within 24 h.

3. 3

   High: errors affecting normal operation. Response within 4–8 h.

4. 4

   Critical: system completely inaccessible or data loss. Response within 1 h.

Edit your profile

Update your personal information and profile picture.

1. 1

   Go to 'Profile' in the user menu (top-right icon).

2. 2

   Click 'Edit information' to change your name, email or phone number.

3. 3

   To change your photo, click your avatar and select an image (max 5 MB, JPG/PNG/WEBP).

4. 4

   Save changes by clicking 'Update profile'.

Change password

Keep your account secure by updating your password regularly.

1. 1

   Go to 'Profile' → 'Security'.

2. 2

   In the 'Password' section, enter your current password and the new one (minimum 8 characters).

3. 3

   Confirm the new password and click 'Update password'.

4. 4

   You will receive a confirmation email. If it wasn't you, contact support immediately.

Manage active sessions

Review and close sessions on devices you no longer use.

1. 1

   Go to 'Profile' → 'Sessions'.

2. 2

   You will see a list of all devices where you have an active session.

3. 3

   Click 'Sign out' on any device you don't recognise.

4. 4

   To close all sessions except the current one, use the 'Sign out all sessions' button.

Configure notification preferences

Decide which events generate notifications and how you receive them.

1. 1

   Go to 'Profile' → 'Notifications'.

2. 2

   Toggle different notification types: ticket updates, team replies, etc.

3. 3

   Changes are saved automatically.

Read and manage notifications

Use the notification panel to stay informed.

1. 1

   Click the bell icon in the top bar to open the panel.

2. 2

   Unread notifications appear highlighted. Click one to view the details.

3. 3

   Use 'Mark all as read' to clear the counter at once.

4. 4

   You can delete notifications individually with the trash icon.

Two-factor authentication (2FA)

Add an extra layer of security to your account.

1. 1

   Go to 'Profile' → 'Security' → 'Two-factor authentication'.

2. 2

   Enable 2FA and scan the QR code with your authenticator app (Google Authenticator, Authy, etc.).

3. 3

   Enter the 6-digit code generated by the app to confirm activation.

4. 4

   Save your recovery codes in a safe place. You will need them if you lose access to your app.

Set up your email in any mail client

Step-by-step guide with screenshots to add your NextAura email in Outlook, Apple Mail, Thunderbird and more. Server: mail.nextaura.es · IMAP 993 SSL · SMTP 465 SSL.