Using Help & Support

There are two ways to reach the FIFTH DOMAIN support team, depending on whether you have a platform account. If you are registered and signed in, raise a request from the Connor panel inside the platform. If you do not have an account yet, or you cannot sign in, send us a message from the FIFTH DOMAIN Help Centre.

Help and support are available through the Connor panel. Click the Connor launcher in the bottom-left corner of your screen to open it.

Connor is available on every page of the platform, apart from the challenge page inside a competition. Connor Coach is available there instead.

The panel has two tabs at the foot. Chat [1] is Connor, the AI assistant that answers questions about the platform. Helpdesk [2] is where you reach the FIFTH DOMAIN support team.

A banner [3] at the top of the Helpdesk tab confirms that your request is answered by the support team rather than by Connor, along with how long a reply usually takes.

Connor answers questions about how FIFTH DOMAIN works, drawn from this knowledge base, so it is worth asking in Chat before raising a request. You will usually get an answer straight away, and Connor will point you to the Helpdesk tab if it cannot resolve your question.

Raise a request when Connor does not have an answer, when something on the platform is not working as expected, when you are blocked and need a person to look at your specific account, competition or environment, or when you want to give feedback.

The more context you include, the more quickly we can help. Where relevant, please give the competition and challenge you were in, the exact error message if one appeared, when it happened with an approximate date and time, and your browser.

Your request appears in the Helpdesk list with a ticket number and a status: Submitted when it is waiting to be picked up, In progress once someone is working on it, and Waiting on you when the support team has responded and needs something back from you.

Open a request to see the full thread, including status changes and replies from the support team with their name and the time they replied. To respond, type into Reply to Support at the foot of the thread. You can attach a screenshot or file using + to the left of the box, or paste an image straight in.

You will also receive an email each time there is an update on your request, and a notification appears on screen if you are working elsewhere on the platform. The email is for updates only, so you cannot reply to it. To respond to the support team, open the Helpdesk tab and reply in the request thread.

You do not need a platform account to ask us something. On the FIFTH DOMAIN Help Centre, click the messenger button in the bottom-left corner of the page, then choose Send us a message [1]. You can also search the help articles [2] or open one of the suggested articles [3] before you write in.

This route is a single message rather than a conversation. Your message reaches the support team as a ticket, and the reply comes back to you by email. Once you are registered and signed in, use the Helpdesk tab in the Connor panel instead, which gives you a full thread you can follow and reply to in place.