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Troubleshooting

Status Page

If there are any service interruptions or scheduled maintenance work, information will be posted on our status page status.firstbird.com.

You can subscribe to updates via email as well. Simply click the "Subscribe to Updates" button and you'll be notified of updates via email automatically.

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Below are some examples of the email notifications sent in cases of maintenance or technical issues.

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Support Language

We can support you in both English and German.

 

 

Support Form

In an effort to provide you with better and faster technical support, please use our support form in our Help Centre.

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You may also bookmark the direct link to the support form in your browser.

You can submit a request for the following categories:

 

Submitting a technical problem via our support form


To submit a technical problem (bug), where it states "Please choose your issue below.", choose the category "Technical Problem".

Your email address: Please add the email address you would like us to reply to.

Which product is it for?*: Select the Firstbird product you would like to create a ticket for:

  • Firstbird Web App - Using Firstbird in your browser (Chrome, Firefox, Edge, IE11, Opera, etc.)
  • Firstbird2Go Mobile App - Our mobile app
  • Firstbird Integrations - Integration into an application tracking system (ATS)

User Role: Select your role within your Firstbird company account. Can't remember? No worries, you can skip this field if you don't know it.

Which product is it for?*: Please select the part of the Firstbird product you would like to create a ticket for. The number of listed options are dependent on the user role you've selected above. If you skipped this and didn't add a user role, all possible options for our product will be listed within the dropdown menu (same as for "Firstbird Admin"). Fewer options to choose from will be displayed for the roles "Recruiter" and "Employees". Only one option per request can be chosen. This field is only visible when selecting "Firstbird Web App".

Which part/s of the integration?*: For this field, multiple selections are possible. This field is only visible when selecting "Firstbird Integration".

Browser*: Some technical problems are browser specific. Therefore it's necessary for us to know in which browser you are using Firstbird. This field is only visible when selecting "Firstbird Web App".

Operating System*: Same for operating system: Some technical problems only occur in specific operating systems. Therefore it's necessary for us to know which operating system you're using on your smartphone. This field is only visible when selecting "Firstbird2Go Mobile App".

Smartphone*: Yes! Technical problems can be smartphone specific as well. This field is only visible when selecting "Firstbird2Go Mobile App".

Subject*: Please state here in keywords the technical problem you would like to submit. As soon as you finish entering the first keyword, the system will suggest some Help Centre articles below. It's worth it to take a close look at these to see if you can find the solution to your problem within an article or the FAQ section at the end of the page.

As soon as you click on an article, you will leave the form and all your entries will not be saved! To prevent this from happening, hold down the “STRG” when clicking on the link.

Description*: Please enter a brief description of the steps that have been executed up until the point that the error message appeared.

Attachments*: Screenshots of error messages can be uploaded here. Please always take screenshots of the whole browser window and not only the error message. Ideally you would upload a screenshot that includes the developer console as well.

Submit: Thank you for your time! To submit the request, click on the button "Submit".

* Mandatory fields

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What's next?

After submitting a ticket, you'll receive a receipt. As soon as one of our agents has checked your request, you'll receive an answer via email.

 

Submitting a question via our support form


To submit a technical question, where it states "Please choose your issue below.", choose the category "Question about Firstbird".

Your email address: Please add the email address you would like us to reply to.

Which product is it for?*: Select the product of Firstbird you would like to create a ticket for:

  • Firstbird Web App - Using Firstbird in your browser (Chrome, Firefox, Edge, IE11, Opera, etc.)
  • Firstbird2Go Mobile App - Our mobile app
  • Firstbird Integrations - Integration into an application tracking system (ATS)

User Role: Select your role within your Firstbird company account. Can't remember? No worries, you can skip this field if you don't know it.

Which product is it for?*: Please select the part of the Firstbird product you would like to create a ticket for. The number of listed options are dependent on the user role you've selected above. If you skipped this and didn't add a user role, all possible options for our product will be listed within the dropdown menu (same as for "Firstbird Admin"). Fewer options to choose from will be displayed for the roles "Recruiter" and "Employees". Only one option per request can be chosen. This field is only visible when selecting "Firstbird Web App".

Which part/s of the integration?*: For this field, multiple selections are possible. This field is only visible when selecting "Firstbird Integration".

Subject*: Please state here in keywords the technical problem you would like to submit. As soon as you finish entering the first keyword, the system will suggest some Help Centre articles below. It's worth it to take a close look at these to see if you can find the solution to your problem within an article or the FAQ section at the end of the page.

As soon as you click on an article, you will leave the form and all your entries will not be saved! To prevent this from happening, hold down the “STRG” when clicking on the link.

Description*: Please add your question about Firstbird here.

Attachments*: Screenshots can be uploaded here. Please always take screenshots of the whole browser window.

Submit: Thank you for your time! To submit the request, click on the button "Submit".

* Mandatory fields

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What's next?

After submitting a ticket, you'll receive a receipt. As soon as one of our agents has checked your request, you'll receive an answer via email.

 

 

Developer Console

Detailed error codes are placed in what is called the developer console. Viewing this console will help us to figure out the core issue of a bug. It would be great if this developer console was visible in the screenshot you send us as well.

You can easily open this console in your browser (Chrome, Firefox and IE) as follows:

  • Hit the button "F12" (on your keyboard) when the error in Firstbird appears
  • The console will open up at the bottom or at the side of your browser
  • Click on "Console" in the developer console

Please send the screenshot of the whole browser (including the address bar) and a description of the problem via our support form.

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