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Customer support

Robert Brown shared this idea 5 years ago
Under Consideration

Hi Support


I have noticed that when someone has submitted a question sometimes it is answered via the customer support portal and I assume a direct answer/solution to the person who submitted the question is given.


It is not possible to publish the answer rather than having to ask the same question?


Personally I think looking at the answers/solutions would save having to submit a question.


Many thanks


Rob

Comments (14)

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Hi Robert,


Usually all the inquiries through Justinmind's Community are answered directly here.


We only redirect users to our Customer Support Portal when they are clients and they need to send us their vp files or we are talking about a complex case that we need to have a long conversation to investigate and be able to arrive to the solution.


Sometimes, some users are sending inquiries through both channels (duplicated). Usually if we have already seen the same topic through the Customer Support Portal we reply with priority them through CSP instead of Justinmind's Community and we inform them here that their inquiry has been replied.


In case you need something about any specific topic that hasn't been resolved through Justinmind's Community just reply on it and ask for a solution and we will be glad to provide you an answer through this channel.


Best,


Sonia Durán

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Dear support,


I have wrongly paid for a year subscription instead if a month, can I revert it to a monthly subscription?

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Hey there - you can write in to our Contact form and our licensing team will get back to you with more information about this.

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Hi Danielle, I have the same issue. @Ahmchomvu6 Did your issue get resolved ?

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Hello,

You can write your request in our Contact form and our licensing team will get back to you.

Thank you,

-Chloe

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Dear support,

I notice that the copy & paste and also duplicate feature not working properly. Attached screenshot for your reference. Hopefully, this can be resolved as soon as possible. Thank you.

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Hello,

Does this happen every time you copy and paste or only with certain elements?

Thank you,

-Chloe

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Hi. I really want to use the app, but I only have my iPhone which I used to download it. Now it seems I need a desktop also? Can you please help me

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Hello,

Justinmind is a prototyping software. To use it you will need to make prototypes on the desktop version and then you can 'Simulate' them onto the mobile app. Here is more information to get you started.

Thank you,

-Chloe

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I was working 10 hours on my 4 page prototypes- one second it asked to save (which I did - app closed down and 3 pages out of 4 are gone. I have to submit work in less than 2 hours. I am impressed guys

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Hello,

If you go to File - Open backup copy, there may be a more recent version of your prototype that autosaved before the crash. But it is weird that only 3/4 of your screens showed up when you opened. Could you attach your log files so then we can figure out what caused this?

You can find them by following this file path:


On Mac: [folder of the user]/justinmind/version/logs.log


On PC: (C://users/youruser/Justinmind[version]/logs.log)


There may also be a file called logs.log.1 in that folder. If it's also listed, please attach it as well.


Thank you,

-Chloe

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No. there is only one out of 4. In log files as well.

For some reason this file saved as pdf so I cannot attach it (your system does not support

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Does this help?

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ps: I am trying to redo everything - and tried to save with old name of the rest 3 and this window popped up:

/196ca18b2ab900ceeb527b7e4aea0e25

I assume it means hope? How long would it take to recover those lost ones?

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