Contact us
If you've tried the steps in Common issues and still need help, we're here.
How to reach us
- Email Support: click the button in the top left of this site. Enter your email and your message, and it goes straight to our support inbox. The form is text only. If you need to send a screenshot, reply to the ticket email you receive, or email us directly.
- Email us directly: support@4admin.co.uk
- Ask AI: the button in the bottom right of this site answers questions from this documentation. Good for quick "where is" and "how do I" questions.
- Support Centre: in the 4admin app sidebar. It opens this site.
We aim to reply within 3 hours during business hours.
What to include
The more of this you give us up front, the faster we can fix it.
For export issues
- Client name and plan number
- Export type (Word, Excel, CSV, PDF summary)
- Which fields are missing or wrong
- A screenshot of the problem
For CRM sync issues
- Client name and plan number
- Which CRM (Intelliflo, Plannr, Xplan, Curo)
- What you expected to see and what appeared in the CRM
- Roughly when you pushed
For LOA issues
- Client name, provider and plan number
- A link to the LOA record
- What happened and what you expected (for example, a status didn't change, a chaser didn't go out, a reply went to the wrong LOA)
For Smart Inbox issues
- The email's subject line and the date it arrived
- Which view it's in (Unassigned, Encrypted, All emails)
- Which LOA it should belong to
For login or access issues
- The email address you're trying to sign in with
- Any error message you see, word for word
- Whether you're a new or existing user
- Browser and device (for example, Chrome on Windows)
What happens next
- We acknowledge your message, usually within a few hours during business hours
- We investigate using the details you provided
- We come back to you with a fix, a workaround, or follow-up questions
If the issue affects several people or is blocking work, put "urgent" in your message and we'll prioritise it.
Tips for a faster fix
- Be specific: "Export is missing fund names for Smith, plan AB123456" beats "exports aren't working"
- Attach screenshots by replying to the ticket email
- Try the self-service steps first: a refresh or a re-export often fixes it
- Check this site: most questions are answered in Common issues