Channel guide: #platform-support
Exploring our platform support channel
While we strive to make your experience on Mentors CX as smooth as possible, technical hiccups and platform questions can occasionally happen. The #platform-support channel is your direct line to the Mentors CX Team to report bugs and resolve issues with platform features.
What #platform-support is for
This channel is designed for quick technical assistance and account-related questions regarding the Mentors CX platform. Use it to:
- Report bugs & glitches: Alerting the team about broken links, page errors, or unexpected behavior on the website or dashboard.
- Troubleshoot 1:1 mentorship bookings: Getting help with calendar syncing, session scheduling, rescheduling, or video room access.
- Resolve membership & billing questions: Asking general questions about membership tiers, account access, or updating subscription details.
- Navigate platform features: Seeking guidance on how to use tools like Ask for Help on the platform, accessing the Perk Hub, or submitting Golden Threads to the Community Vault.
How to report an issue for fast resolution
To help our team troubleshoot and solve your issue as quickly as possible, include the following details in your post:
- What you were trying to do: Briefly explain the action you were taking (e.g., "Trying to book a 1:1 session with a mentor").
- What happened: Describe the error message, unexpected behavior, or page freeze.
- Device & browser details: Let us know if you're on desktop or mobile, and which browser you're using (e.g., Chrome, Safari).
- Use threads for follow-ups: Continue working with our team inside your post's thread to keep the main channel organized.
Applicable community guidelines for #platform-support
Because troubleshooting often touches on account details, protecting your security and personal data is our top priority:
1. Protect sensitive personal and payment data
- Never post financial or private credentials: Do not share credit card numbers, billing addresses, passwords, platform API tokens, or sensitive personal identity details in Slack.
- Keep private account info private: If resolving your issue requires reviewing sensitive payment or personal data, a member of the Mentors CX Team will move the conversation to a secure email exchange or private ticket.
2. Protect sensitive screenshots
- Blur out private details: If you share a screenshot of an error, ensure you blur or crop out private emails, customer details, or personal payment info.
3. Respect privacy & account integrity
- Do not post on behalf of other members' confidential issues: Respect fellow members' account privacy. Never screenshot or publish another member's account errors, booking schedule, or private support inquiries outside of Mentors CX.
4. Keep communication human
- Be respectful: Our platform support team consists of real humans who care deeply about your experience. Keep interactions respectful and constructive while we work to resolve your request.
Need confidential support?
If your inquiry involves account security issues that you do not feel comfortable posting in Slack, please reach out directly to our team and we’ll assist you privately!