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Technical Support Channel Introduction

  • Last update：  2024-04-01

    • Overview

    This document  introduces how to communicate technical issues with FanRuan's technical support through official service channels.

    Service Channel

    Online Conversation

    Channel Entry


    Channel EntryWeblinkSchematic
    A conversation button is available in the lower right corner of FanRuan Official Website and Help Document Website

    https://www.finereport.com/en/

    https://help.fanruan.com/finereport-en/

    Procedure

    You can click the conversation button and select  I'd like to speak with Technical Support.


    Email

    You can use any client to send an email to contact our technical support.

    Procedure

    You can send an email to  channel@fanruanhelp.zendesk.com.

    After receiving your email, FanRuan will send a reception email, which means that you have submitted your request successfully.

    After reviewing your email, technical support will reply to you as soon as possible.


    iconNote:
    When you send an email to us for the first time, you will receive a welcome email. In this case, you email has already been received by our technical support. You can directly ignore the welcome email.


    After your issue is resolved, you will also receive an email shown in the following figure.

    LINE

    You need to install LINE and register a LINE account before contacting our technical support through LINE.

    Channel Entry
    		Schematic

    (1) Scan the QR code of our official account through LINE.

    (2) Add FanRuan's official service account.

    (3) Type Technical Support in the text box and send it to our official account.

    		1659345277361459.png

    WeChat

    You need to install WeChat and register a WeChat account before contacting our technical support through WeChat.

    Channel EntrySchematic

    (1) Scan the QR code of our official account through WeChat.

    (2) Follow FanRuan's official service account.

    (3) Type Technical Support in the text box and send it to our official account.

    		2192c5a9-7753-4d54-ad8c-01b56179cd7b.jpg

    WhatsApp

    You need to install WhatsApp and register a WhatsApp account before contacting our technical support through WhatsApp.

    Procedure

    1, Open WhatsApp, tap Chats, click New Contact, name the contact as required (for example, FanRuan Service), and enter the mobile number +86 18360926780.

    Alternatively, you can directly scan the following QR code to add our service account as your contact.
    公众号.png

    2, Click the conversation button on the contact page of our service account, type your request in the text box, and send it to our service account. Our technical support will reply to you in real time. For details, see the following video.

    .

    FAQs


    Question
    		Answer
    What is the working time of FanRuan's technical support?

    • 9 a.m to 5:30 p.m from Monday through Friday (Beijing Time).

    How soon will I get a response to an email I send?

    • During working time, your email will be replied to within 30 minutes.

    • Technical support will reply to the email you send (during non-working time) during the most closest working time.

    What else can I do to resolve technical issues during non-working time of FanRuan's technical support?

    • Technical Support Ticket: You can submit product-related problems through tickets, which will be processed during working time (Beijing Time).

    • 24-hour Online Help Doc: You can view online help documents, including elementary product tutorials, advanced product tutorials, and update logs.

    • Technical Forum: You can obtain materials such as case recommendation, technology scheme sharing, and basic training video.


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