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Contact Support

Need help with Oxara CMS? We are here to help. Use this page to understand where to contact support, what information to include, and how we handle support requests.

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When to contact support

Contact support if you need help with:

• Accessing your account
• Managing your tenancy
• Staff permissions
• Billing or licences
• Integrations
• Bugs or unexpected behaviour
• Security concerns
• Data or privacy questions

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Before contacting support

Before opening a support request, we recommend checking the support resources below.

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What to include

To help us resolve your request faster, include as much detail as possible. Useful information includes:

• Your name
• Your tenancy name and ID, if available
• The issue you are experiencing
• What happened
• What you expected to happen
• Any relevant screenshots, logs, or error messages
• The steps needed to reproduce the issue, if applicable
• Whether the issue affects only you, your staff team, or your entire community

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Account and access issues

If you cannot access your account or tenancy, include the email address used for your Oxara account and the name of the tenancy you are trying to access. For security reasons, we may ask for additional information before making account changes, changing ownership, or granting access.

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Billing and licences

For billing and licence questions, include:

• Your name
• Your tenancy name and ID, if available
• The licence or plan affected, such as Standard or Trial
• The billing issue you are experiencing
• Any relevant invoice, receipt, or payment reference
• Whether the issue is preventing access to Oxara CMS

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Bugs and technical issues

For bugs or unexpected behaviour, include clear reproduction steps where possible. A good report usually includes: The more detail you provide, the easier it is for us to investigate and resolve the issue.

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Security issues

If you believe you have found a security vulnerability, please report it responsibly. If your issue involves exposed credentials, unauthorised access, tenant isolation, personal data, or a possible breach, include that clearly in your support request so it can be prioritised correctly.

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Data and privacy questions

Contact support if you have a question about how Oxara handles data, privacy, retention, or account information.

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Response times

We aim to respond to support requests as quickly as possible. Response times may vary depending on the severity, complexity, and current support volume. Urgent security, availability, or access issues may be prioritised over general questions or configuration help.

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Contact methods

Support is currently handled through Oxara’s support process.

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