How to Submit a Support Request
Need help with HydroApps? You can submit a support request directly from your account to report an issue, ask a question, or suggest a new feature or enhancement.
This guide walks you through the updated support request form and explains what information to include so our team can better assist you.
Watch the video below for a step-by-step walkthrough, or follow the written instructions.
Step 1: Open the Support Request Form
From your HydroApps account:
Click Support in the navigation menu.
Select Log Support Request.
The support request form will open in a pop-up window.
Your email address will automatically populate using the email associated with your HydroApps account.
Step 2: Choose Your Request Type
Select the option that best describes your request:
Report an Issue: Let us know about something that isn't working as expected.
Ask a Question: Get help with a feature, workflow, or other HydroApps-related question.
Feature or Enhancement Request: Share an idea for a new feature or an improvement to an existing one.
Step 3: Provide Details About Your Request
Enter a subject and description that clearly explain your question, issue, or suggestion.
If you're reporting an issue, include as much relevant information as possible to help our team understand what you're experiencing.
Tip: Describe what you were trying to do, what happened, and any error messages you encountered.
Step 4: Attach Supporting Files (Optional)
You can upload files to provide additional context.
Click Choose File to attach screenshots, short videos, or screen recordings that help demonstrate the issue.
You can attach multiple files to a single support request.
Step 5: Select the Relevant Module
Choose the HydroApps module or area associated with your request.
Options include Facility Manager, Staff Manager, Schedule Manager, Compliance Manager, Admin Reports, and Other.
If you select Other, please describe which area of HydroApps your request relates to.
Step 6: Leave the Site ID Unchanged
Important: Do Not Edit the Site ID
The Site ID field contains information unique to your HydroApps site. Please leave this field exactly as it appears.
Changing the Site ID may delay our team's ability to respond to your support request.
Step 7: Submit Your Request
Once you've completed the form and included any relevant attachments, click Submit.
Your request will be logged, and a HydroApps team member will respond as quickly as possible.
*this support feature is not available in mobile app
Not working? Email the team directly at support@hydroapps.com
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