Support Centre

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Send evidence of a system issue you encountered so we can fix it quickly.

Report a Technical Issue  

1. Quick Overview (What This Is & Why It Matters)

  • A good report includes your route, what you expected, what happened, and proof.

  • This shortens diagnosis time and reduces back-and-forth.

2. Step-by-Step Instructions (Action section)

  • Open My Tickets in the Member Portal and select Technical.

  • Paste the exact URL, the time it happened, and your device/browser.

  • Describe Expected vs Actual behaviour and list steps to reproduce.

  • Attach 1–3 screenshots (or a short recording).

  • Submit and reply in-thread with any new findings.

3. What You’ll Need (Requirements)  

  • Page URL, timestamp, and error wording

  • Screenshots/recording

  • Device (Windows/Mac), browser (Chrome/Edge/Safari), and version (if known)

4. Common Mistakes to Avoid

  • No URL or screenshots - Instead, do: include at least one screenshot and the page link.

  • One-line description (“broken”) - Instead, do: add steps and what you expected.

  • Switching channels mid-issue - Instead, do: keep replies in the same ticket.

5. Related Resources

  • Submitting a Support Ticket (Technical Support)

  • Accessing the Technical Helpdesk (Using CIBA Services)

  • Troubleshooting Login Problems (Technical Support)

6. Need More Help? (CTA)

If the portal is unavailable, use the contact details in Finding Help & Contacting CIBA and include your member number