Information to Include in a Support Ticket

If you experience an issue with Trakstar Learn, providing detailed information in your support request helps our team investigate and resolve the issue as quickly as possible.

When contacting Learn Support at learn@trakstar.com, please include the following information whenever applicable.

Account Information

Include the following details about your Learn account:

• Your Trakstar Learn account URL (typically in the format CompanyName.mindflash.com)
• Your name
• The email address you use to sign in to your Learn account

Browser and Computer Information

Please provide details about the environment where the issue occurred, including:

• Browser name (for example, Chrome, Edge, Firefox, or Safari)
• Browser version
• Computer operating system

If you're unsure of this information, you can visit www.whatismybrowser.com and include the results or a screenshot of the page in your support request.

Screenshots

If possible, include screenshots of the issue you are experiencing.

Screenshots often help our Support team identify the problem more quickly.

Module Issues

If your issue involves a training module, such as:

• Animations
• Audio
• Video
• Other module content

Please send a Preview of the module to learn@trakstar.com so our team can investigate.

Trainee Issues

If your issue involves one or more trainees, such as:

• Password reset problems
• Course enrollment issues
• Other trainee-related concerns

Please include the following information for each affected trainee:

• Trainee name
• Trainee email address

Providing this information with your initial support request helps us begin troubleshooting as quickly as possible.