How to get help from Cesura
Two entries in the sidebar cover getting unstuck and keeping up: Get help, and Contact support directly below it.
| Get help → Help center | These articles. Searchable, and usually the fastest answer for "how do I…". Opens in a new tab. |
| Get help → What's new | Product news in the app: new features, changes to existing ones, and planned maintenance. Get help carries a badge with your unread count. |
| Contact support | Opens a chat window to the Cesura team. Use it when the answer isn't here, or when something is wrong with your account. |
On a narrow screen the sidebar sits behind the menu button, and a bell appears in the header for What's new instead.
On a shared simulation, the flag icon in the header (Report Content) lets you report the simulation's content to Cesura.
If Contact support doesn't open
The support window loads when you click Contact support, so it can take a moment; the row shows a spinner while it loads. If it can't load, you see "Support could not be opened. A browser extension may be blocking it — the help centre at help.cesura.ai still works."
An ad blocker or privacy extension is the usual cause. Allow Cesura in the extension, or use another browser, and try again. The help center always works.
What to include when you contact support
Support can act much faster on a message that already answers the obvious questions. Where it applies:
- The link. Paste the URL of the page where it went wrong — it identifies the simulation, space or run without anyone guessing.
- Who hit it. Your own account, or a learner's? Their email if it is theirs.
- What you expected, and what happened. Including the exact wording of any error message.
- When. Roughly what time, and whether it happens every time or happened once.
- A screenshot if it is something visual.
💡 If a learner reports the problem, the run's URL from your results page is worth more than a description of it.
Things support cannot do for you
Some things are yours to change rather than ours, and asking will only cost you the round trip:
- Resetting your own password — use the link on the sign-in page. See Signing in, verifying your account & resetting your password.
- Adding or removing members, and changing their roles — an organization admin does this in Organization management.
- Transferring a space to a different owner — an organization admin can do this from the space's Members tab with Change owner.
- Turning on LTI or SSO, and setting up SCIM — an organization admin does this in Organization management, on Preferences and the SSO page.
- Reading a learner's results — these are in the activity's results page, and Cesura staff do not read your participants' data to answer routine questions.
Things only Cesura can do
- Turn on running simulations on your own AI provider (BYOK) for your organization.
- Raise a fair-use policy or change your plan's pricing.
- Add credits outside your normal purchase flow.
- Recover something that was deleted.
For any of these, click Contact support in the sidebar, or talk to your Cesura account manager.
Related articles
- What's new: your announcements inbox
- Getting Started with CESURA
- Signing in, verifying your account & resetting your password