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    Prepare a support request

    A useful request describes what happened, not only “it does not work”. First complete the recovery path for the symptom and preserve the failing state so Support can compare it.

    Collect eight details

    1. Organisation: the organisation selected when the issue occurred.
    2. Screen: its menu path, such as Operations → Timekeeping → Timesheets.
    3. Time: date, time, and time zone; for period work, include the period name.
    4. Subject: a code or record name sufficient to find it, without unrelated personal data.
    5. Action: the short sequence of steps you performed.
    6. What you see: current state and the exact message on screen.
    7. Expected result: what should have appeared and which workflow supports that expectation.
    8. Impact: one person, group, period, or the whole organisation, and whether work is blocked.

    When the issue depends on a device, add browser, operating system, and device type. Do not send a complete system profile for a business-data issue.

    Capture a safe screenshot

    Include the screen name, state, message, and only the area needed for comparison. Before attaching it:

    • crop unrelated windows, tabs, and notifications;
    • mask bank accounts, salary, tax identifiers, identity documents, and contact information;
    • keep only one or two representative records; and
    • never capture a password manager, developer tools, or authentication content.

    Never send

    • passwords or verification codes;
    • recovery codes, SSO secrets, passkeys, or authenticator keys;
    • access tokens, refresh tokens, cookies, or a complete activation link;
    • full payslip contents, bank details, or real tax records;
    • employee lists unrelated to the issue; or
    • identity-document images or health data without a dedicated secure process.

    Submit inside Rifena

    Open Submit a support request.

    1. Write a Subject containing the screen and symptom, for example “Payroll run August 2026 has no Submit for review action”.
    2. Choose the correct Request type: display issue, data issue, other issue, feature request, general support, or another available type.
    3. In Description, paste the eight details in order.
    4. Attach a masked screenshot only when it proves the state.
    5. Check the email address or phone number used for the response.
    6. Submit once and wait for the success confirmation.

    Short description template

    Organisation: Example Company. Screen: System → Settings → Payroll periods. Time: 14 on 23 August 2026, Vietnam time. Period: August 2026. I opened the period in Attendance open, resolved all three warning groups, then selected Close attendance. The screen still shows the same state and no unresolved row. Expected: the period becomes Attendance closed. The attached image masks all employee names. Impact: payroll creation is blocked for the organisation.

    After submitting, avoid changing the related data unless an urgent risk must be contained. If you do act, reply with the new time, action, and result so the investigation trail stays complete.

    Return to Support by symptom if you have not yet selected the correct issue group.