# Escalating to Daxium Support

When you encounter an issue that cannot be resolved through the documentation, the Daxium support team is available to help.

## Contact

**Daxium Support — Dubai office**\
Email: <dubai.support@daxium.com>\
Hours: Monday to Friday, 9 am – 6 pm (Gulf Standard Time, UTC+4)

## What to include in your request

The form below will guide you through the information expected. Please fill it in as completely as possible.

**General description of the issue**\
Describe what you were trying to do, what you expected to happen, and what actually happened.

**When the issue appeared**\
When did you first notice the problem?\
Has it occurred again since, or was it a one-off?

**Steps to reproduce**\
Do you know how to reproduce the problem?\
If possible, list the steps that led up to the issue.

**Environment**\
On which environment are you experiencing the problem?

* Back Office (web)
* Android v2
* iOS

**Mobile app version**\
If the issue concerns a mobile environment (Android or iOS), which version is installed?\
This information is available in Settings, accessible from the app's main menu.

**Affected user account(s)**\
Indicate only the account(s) concerned.

{% hint style="warning" %}
Do not include the passwords of these accounts.
{% endhint %}

**URLs of the affected elements (Daxium back-office)**\
Fill in only what applies to your case:

* Form:
* Example submission:
* List:
* Report:

**Additional information**\
Provide any information you consider relevant to resolving the issue, for example:

* Screenshots
* Screen recording of the action on mobile ([Android](https://support.google.com/android/answer/9075928?hl=en) / [iOS](https://support.apple.com/en-us/102653))
* If the issue concerns a report: an example of a generated file

{% hint style="info" %}
The more detail you provide upfront, the faster the team can diagnose the issue without needing to ask for clarification.
{% endhint %}


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