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Getting support: Help Center vs Contact support

When to browse self-serve Help Center articles and when to open a Support Center ticket. Sign-in required for tickets.

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Getting support: Help Center vs Contact support

FWDLink has two help paths. Use the Help Center for step-by-step guides. Use Contact support (Support Center) when you still need a person after reading help — or for account-specific issues that need a ticket.

Path Best for Sign-in
Help Center How-to guides (Album lock, vault, albums, settings) Not required to browse
Contact support Tickets, follow-ups, account-specific problems Required to open or view tickets

Help Center first

  1. Open the Help Center.
  2. Browse categories or open an article that matches your question (for example Album lock, App Lock, or vault privacy).
  3. Follow the steps and troubleshooting in the article.

On the Support Center page you will also see a prompt to Browse help articles and popular help links — try those before opening a ticket.

Example

You forgot how Require unlock to open differs from encryption. Open Help Center → Album lock article, read the comparison, and fix the setting yourself. No ticket needed.

When to contact support

Open Contact support when:

  • You already tried the Help Center and still need help.
  • Something is broken on your account (billing, access, a specific ticket thread).
  • You need a written record or follow-up with the support team.

How to raise a ticket

  1. Sign in to your FWDLink account.
  2. Go to Support / Contact support.
  3. Submit a ticket with what you tried and any error messages or screenshots that help.
  4. Revisit /support (or the ticket link) to read replies in the thread.

If you are not signed in, the Support Center asks you to sign in before you can raise or view tickets.

Tips

  • Prefer Help Center for “how do I…?” questions — answers are faster.
  • Prefer Contact support for “this is wrong on my account” or when self-serve did not solve it.
  • Related: Contact support (what to include in a ticket).
  • Policies (refunds, Acceptable Use, report content, and more) are linked from the Support Center and the legal index.

Troubleshooting

I was redirected to sign in on /support
Expected. Tickets require an account. Browse the Help Center without signing in if you only need a guide.

I can’t find my old ticket
Sign in, open Contact support, and check your ticket list. Open the ticket to see the thread.

Need a policy, not a how-to?
Start from legal or the policy links on the Support Center (for example Acceptable Use, refunds, report content).

Need more help?
Browse the Help Center or Contact support.

Help Center