U-09: Getting Help
SOP ID: U-09
Title: Getting Help
Category: User Guide
Version: 2.0
Last verified: 2026-08-07 against origin/main @ aedbc19
Audience: Socially Sold course members
Try this first
Most problems clear on the first two steps.
- Refresh the page.
- Re-open Suzie from the course portal rather than from a bookmark or an old tab. The portal is what passes your identity through, so a stale tab is the single most common cause of a "no access" screen.
- Check it is not expected behaviour — SOP U-08: What Suzie Cannot Do lists the things that look broken and are not.
The support form
If it is still not right, use the support form:
link.socially-sold.com/widget/form/0zADtVFVdK7a5nDr32pm
You will also find it as "Need help? Contact support" on the no-access screen.
It goes straight to the team.
Worth bookmarking that link. Right now it is shown on the no-access screen, so if you are logged in and hit a problem there is no help button in front of you.
What to include
The difference between a fast fix and three days of back-and-forth:
- What you were doing — which tab, and what you asked for
- What happened — the exact wording of any message on screen. If it mentions a code in brackets, include it verbatim; that is the fastest thing to trace
- Phone or laptop, and which browser
- Whether it happens every time or happened once
A screenshot covers most of that in one go.
Where to raise what
| Situation | Where |
|---|---|
| Suzie will not load, or a "no access" screen that survives re-opening from the portal | Support form |
| The content is not good enough / does not sound like you | Not a support issue — use the thumbs and a note. See SOP U-07: Refining and Feedback |
| A question about strategy or the frameworks | Ask Suzie in Content Chat, or bring it to a coaching call |
| A feature request | Support form, or raise it on a call |
That second row matters. Content quality is fixed with feedback, not a support ticket — and the thumbs actually change what she writes for you afterwards.
Related guides
| Guide | Topic |
|---|---|
| U-01 | Getting Started with Suzie |
| U-07 | Refining and Feedback |
| U-08 | What Suzie Cannot Do |