Should you need to contact support with a query, you can submit a ticket. You can do this from within Alto, or, from the Help Centre. Whichever route you choose, please provide as much detailed information as possible, along with screenshots relevant to your query.
Any tickets you submit can be tracked through the Help Centre, and from here you can view their Status and when it was last worked on.
Note
If you'd like to request and discuss new user licenses, new branches, data services, design work, company detail changes and billing enquiries, complete the relevant form(s) here
Contacting support via Alto and the Help Centre
Alto support is available from 9am-5:30pm Monday-Friday.
- Click Help on the main navigation bar
- Click Chat/Support
- Search for what you need and relevant Help Centre articles will display
- If you still need additional support, click Live chat
- In the Message field, enter detailed information about the query you have, or, the area of Alto you're having difficulty with
(The more information you initially provide, the quicker we can resolve your query) - Click Start chat
The ticket will be passed to Alto's virtual assistant who will attempt to answer your query. If it's unable to help you, it'll forward your query to the support team, and an agent experienced in that area of Alto will fully investigate your query before getting back to you.
Alto support is available from 9am-5:30pm Monday-Friday.
Best practice
Want to make submitting a support ticket easier? We recommend that you enable autofill in your browser settings
- Within Alto, click Help on the main navigation bar
- Click Help Centre
- Alternatively, the Help Centre can be accessed directly using the following link: https://support.altosoftware.co.uk/hc/en-gb
- At the top right of every page, and at the bottom of every Help Centre article, there is an option to Contact support. Click Contact support
- Enter Your email address, and from the dropdown menu, select your type of query from the list, i.e. Property Management Accounts
- Enter Your name, Company name, Postcode and Telephone number
- From the dropdown menu, select the relevant area your query is about (i.e. Bank reconciliation). You may be asked to supply additional information such as the property record
- Enter a detailed Description and any supporting Attachments (i.e. screenshots) that are relevant.
(The more information you initially provide, the quicker we can resolve your query) - Click Submit
Once your ticket is logged, you'll receive a notification and email with the ticket ID to confirm that it's been logged.
The ticket will go straight to the support team, and an agent experienced in that area of Alto will fully investigate your query before getting back to you.
Tracking your support tickets
In order to track your tickets, you'll need to register for a Help Centre account and create a password.
Note
Prior to October 2023, if you've submitted a ticket request, an account will have already been created for you using your supplied email address. As such, from October 2023, you won't receive a registration email and a prompt to create a password.
Therefore, in order to view and track your support tickets, we advise that you contact support so they can send you a password reset email for your Help Centre account
To register:
- Click Log in to Help Centre in the upper right corner of the Help Centre
- At the bottom, alongside New to Alto?, click Sign up
- To create your Alto Help Centre account, enter Your full name and Your email address. Then click Sign up
- Check your email inbox for an email containing a link to set a new password for your account. (If you don’t find the email in your inbox, check your spam folder)
- Enter a password and click Set password
Now that you're signed in, any tickets you submit can be tracked through the Help Centre, and from here you can view their Status and Last activity, i.e. when it was last worked on by a member of the support team.
- Click Your Name in the upper right corner of the Help Centre
- In the dropdown menu, click Requests
- On the My requests tab, a list of all the tickets you've submitted will be displayed.
You can view when the ticket was Created, when the Last activity was (when it was last worked on by a member of the support team), and the ticket Status (Open/Solved).
You can click the Subject of a ticket to open it in full - With the ticket fully opened, you can view all details submitted so far, supply additional information, or respond to any questions raised by the support team