When using the Goodnotes Admin Console or the Goodnotes application itself. There may be occasions where you encounter issues with your deployment, billing or technical difficulties with the application. In these situations, it’s important to know who to contact and how best to get help.
Technical Support
For any in-app issue related to usability, backups & syncing, bugs, functionality or feature requests, you can contact our customer support team here, or you can use the Help & Support button within the Admin Console to raise a ticket.
When contacting us, it is best to be as descriptive as possible to avoid any confusion or time-consuming back-and-forth. If possible, please include the following in your contact:
- Detailed description of your issue
- Any steps you can take to reproduce the issue
- Your iOS version (you can check this here)
- Your app version (You can check this by going to the Gear Menu > About)
- iOS and app version of the student is applicable to your issue
- Screenshot or recording of your issue
- Which troubleshooting steps from our guides you have already tried
- Diagnostics Data from several effected devices. You can get this from the Library view by pressing on the Gear Icon > About > Export Diagnostics Data
Billing and Subscriptions
For any issues relating to billing or payments and Admin Console functionality questions, please contact our business team, and either your Account Manager or dedicated technical support team will be able to get you on your way. You can reach the business team directly via here: enterprise@goodnotes.com