Our Support team is here to help you resolve technical issues and get the most out of your platform. You can reach our team in three convenient ways.
Tip :
Always log into the platform before browsing the Help Center or submitting a ticket. Logging in unlocks regional documentation and pre-fills your profile information for faster resolution.
3 Ways to Reach Support
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Via the Platform Window: Click the Support icon in the bottom left-hand corner of your Connected Cars window. This will automatically redirect you to the Help Center:
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Via a Vehicle Profile: If you are looking at a specific vehicle's details page, click Report to Support at the top of your screen. This creates a direct link to the Help Center for that vehicle:
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Directly Online: Go straight to the Help Center at help.connectedcars.io and click Submit a Request in the top right-hand corner:
Submitting a Ticket: Form Fields Explained
To help our technical team investigate and resolve your issue as quickly as possible, please be as thorough and descriptive as you can. When filing a ticket, you will be asked to complete the following fields:
| Field Name | Why It Is Required / What to Include |
|---|---|
| Subject | A brief headline summarising the overall reason for your message. |
| Your Region | Required so we can assign your ticket to the correct regional support desk immediately. |
| What is the request about? | Select the general area of concern from the dropdown menu to route your ticket correctly. |
| Customer Urgency | Helps our team understand how critical the issue is to your daily operations. |
| VIN Number | Strictly required if your request involves a technical issue, a diagnostic error, or a specific vehicle. |
| License Plate Number | Required alongside the VIN for any vehicle-specific tracking or troubleshooting. |
| Description | A detailed, step-by-step breakdown of why you are reaching out and what happened. |
| Attachments | Use this area to upload relevant screenshot images, log files, or error protocols. |
Managing and Tracking Your Open Requests
Once you click Submit, the platform will display a complete overview of your new ticket:
Adding Updates: You can add extra information, follow-up messages, or additional files at any time by typing into the comments field at the bottom of the page.
Email Confirmation: You will also receive an automated confirmation email immediately after submission. All future replies from Support will be sent directly to your inbox.
View Historical and Organization-Wide Tickets
If you click on the Requests tab inside the Help Center, you can manage your full ticket history:
Your Tickets: Review live tracking and conversation logs for all your active and closed support cases.
CC’d Requests: View tickets submitted by other users where you have been added as a carbon copy (CC).
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Organisation Tickets: If your account belongs to a larger dealership network or workshop organisation, you can view all historic and active tickets submitted across your entire company. This allows your team to easily collaborate and see ongoing technical cases in real time: