Contacting support
Use the Contact support form in the portal. Tell us what you were doing, what you saw, and your browser, and name the sim or run if it is about a result.
If an article here does not solve your problem, use the Contact support form. It is the one place for every kind of request, from a run that would not start to an invoice question.
Before you write
Check these first. They cover most of what we are asked.
- A sim will not start, or you see "No sessions remaining". See Out of sessions.
- The character cannot hear you. See Microphone setup.
- The character does not appear or has no voice. See Avatar not loading.
- You disagree with a score. See Challenging a score. A person in your organisation reviews it, not Evolve support.
- You cannot sign in. See Signing in and resetting your password.
If you are in an organisation, your team admin can fix many things faster than we can. Session quotas, assignments, team membership and roles are all theirs.
What to include
- What you were trying to do and what happened instead. The exact wording of any message on screen helps.
- The name of the sim, and for a result the date of the run.
- Your browser and device, for example Chrome on Windows or Safari on an iPad.
- Whether it happens every time or happened once.
- For billing, the date and amount of the payment.
Do not paste passwords or card numbers into the form. We never need them.
If you have no account
Ran a sim from a link someone shared with you and hit a problem? Use the same Contact support form. It asks for an email address so we can reply. For anything about the link itself, such as an expired link or a used-up access code, the person who sent it to you is the one who can fix it.
Privacy and security
Privacy requests are made from your own profile rather than through support. See Privacy requests. If you believe you have found a security problem, say so in the form so it is routed straight away.
What happens next
We reply by email to the address on your account, or the one you gave in the form. If we need to look at a specific run we may ask for its date and the sim name. We never ask for your password.
Organisations on an Enterprise agreement also have a named account manager. Contract, invoicing and SSO requests can go to them directly, or through the form.