← Back to Home

Help Center

Find answers, contact support, and get the guidance you need to succeed with Qiralyx and viRecruit.

Last Updated: December 13, 2025

Quick Navigation

Contact SupportSelf-ServiceTickets & SLACommon IssuesService StatusBest Practices

Contact Support

We offer multiple ways to get help. Choose the option that works best for you:

Email Support

adm@qiralyx.com

Best for general questions, configuration help, feature requests, and non-urgent issues.

  • Response time: Within 1 business day
  • Available: Monday - Friday, 9 AM - 6 PM CET
  • Include your account email and detailed description

Support Tickets

Submit a detailed support ticket via email for technical issues, bugs, and complex problems.

When opening a ticket, please include:

  • Steps to reproduce the issue
  • Screenshots or error messages
  • Browser and OS information
  • Account email and affected users

Phone Support

Available for enterprise customers with phone support included in their plan.

To request a callback:

  • Email your account manager or support
  • Include your phone number and preferred time
  • Brief description of the issue
  • Available: Business hours, CET timezone

Security Issues

Report security vulnerabilities and data protection concerns to:

security@qiralyx.com

We follow responsible disclosure practices and prioritize security reports. You'll receive an acknowledgment within 24 hours.

Self-Service Resources

Many questions can be answered quickly using our self-service resources:

Documentation

Comprehensive guides covering setup, configuration, API reference, integrations, and troubleshooting. Documentation is currently being updated and will be available soon.

Privacy & Compliance

Learn about our privacy policy, GDPR compliance, data protection rights, cookie policy, and how we handle your data.

Security Information

Detailed information about our security measures, encryption, compliance certifications, incident response, and how to report security issues.

FAQs

Browse frequently asked questions in our help center for quick answers to common questions.

Support Tickets & Service Level Agreements

How to Submit a Support Ticket

To help us resolve your issue quickly, please include the following information when submitting a ticket:

  • Account Information: Your account email and any affected user emails
  • Issue Description: Clear description of what you're experiencing
  • Steps to Reproduce: Detailed steps that lead to the issue
  • Screenshots/Error Messages: Visual evidence of the problem
  • Expected vs Actual Behavior: What should happen vs what actually happens
  • Environment Details: Browser, operating system, device information
  • Impact: Number of users affected and business impact
  • Timeline: When the issue started and frequency

Response Time Targets

General Inquiries

1 Business Day

For questions, feature requests, and non-urgent issues

High Impact Issues

4 Business Hours

For issues affecting multiple users or critical workflows

Security Issues

Immediate

Security vulnerabilities are prioritized and acknowledged within 24 hours

Resolution Process

1. Triage

We review your ticket and categorize it by priority and type

2. Investigation

Our team reproduces the issue and identifies the root cause

3. Resolution

We provide a fix, workaround, or detailed explanation

4. Follow-up

We keep you updated on progress and confirm resolution

Enterprise SLAs

Enterprise customers receive enhanced support with guaranteed response times and dedicated support channels. Contact your account manager for details about your specific SLA.

Common Issues & Quick Fixes

Emails Not Sending

Quick fixes to try:

  • Verify SMTP credentials in Settings → Email
  • Test the connection using the "Test Email" button
  • Check spam/junk folders
  • Ensure port 587 or 465 is not blocked by firewall
  • For Gmail, use App Passwords instead of regular password

Can't Log In

Try these steps:

  • Use "Forgot Password" to reset your password
  • Check if MFA is enabled and use backup codes
  • Clear browser cache and cookies
  • Try a different browser or incognito mode
  • Verify your account email is correct

Integration Not Working

Common solutions:

  • Disconnect and reconnect the integration
  • Verify API keys or OAuth tokens are valid
  • Check integration permissions and scopes
  • Review integration logs for error messages
  • Ensure webhook URLs are accessible and valid

Slow Performance

Performance tips:

  • Clear browser cache and cookies
  • Disable browser extensions that might interfere
  • Check your internet connection speed
  • Try a different browser
  • Check our status page for known issues

Still having issues? If these quick fixes don't resolve your problem, please contact support with detailed information about your issue.

Service Status & Maintenance

Stay informed about service availability, planned maintenance, and incidents:

Service Status Page

Enterprise customers can access our real-time status page for uptime monitoring, incident updates, and maintenance schedules. Contact support to request access.

Planned Maintenance

We schedule maintenance windows during off-peak hours and provide advance notice:

  • Maintenance is typically scheduled for weekends or late evening hours (CET)
  • We provide at least 48 hours notice for planned maintenance
  • Notifications are sent via email and in-app messages
  • Most maintenance is performed with zero downtime

Incident Communication

In the event of a service incident:

  • We immediately investigate and work to restore service
  • Status updates are provided every 30 minutes during incidents
  • Notifications are sent via email and status page
  • Post-incident reports are shared for significant incidents
  • We prioritize transparency and timely communication

Best Practices for Getting Help

Before Contacting Support

Try these steps first to resolve issues quickly:

  • Check our help center for guides and FAQs
  • Search for similar issues in our knowledge base
  • Clear browser cache and try a different browser
  • Verify your configuration settings are correct
  • Check for error messages in browser console (F12)

When Contacting Support

Provide as much detail as possible to help us assist you quickly:

Information to Include:

  • Account Details: Your account email and workspace name
  • Issue Description: What you're trying to do and what's happening instead
  • Steps to Reproduce: Detailed steps that consistently reproduce the issue
  • Screenshots: Visual evidence of the problem, error messages, or unexpected behavior
  • Environment: Browser (Chrome, Firefox, etc.), version, operating system, device
  • Timeline: When the issue started, frequency, and any recent changes
  • Impact: How many users are affected and business impact
  • Error Messages: Full error text, console errors (F12 → Console tab)

Security Best Practices

  • Use strong, unique passwords for your account
  • Enable multi-factor authentication (MFA) when available
  • Never share your account credentials with others
  • Regularly review and update user permissions
  • Keep SMTP and API credentials secure and rotate them regularly
  • Report suspicious activity immediately to security@qiralyx.com

Data Management

  • Regularly export and backup important candidate data
  • Review and clean up old or unnecessary data
  • Configure appropriate data retention policies
  • Ensure compliance with your organization's data policies

Additional Resources

Training & Onboarding

New to Qiralyx? We offer onboarding sessions and training materials to help you get started quickly.

Contact your account manager or support to schedule a training session.

Feature Requests

Have an idea for a new feature? We'd love to hear from you!

Send feature requests to adm@qiralyx.com with "Feature Request" in the subject line.

↑ Back to Top