Summary

• Introduction
• Sign in
  • Sign up (Creation of an account)
    • Format of the password
    • Already existing account
  • Sign in (Normal connection)
    • Change from the French to the English version of the Help Center (and vice versa)
  • Forgot my password /  Get a password
• Learn more

 

 

Introduction

The NEOFI Support Help Center brings together all the resources made available to users of NEOFI solutions and in particular:

• information about new products
• user guides
• a knowledge base
• creating and tracking support requests

As the help center is reserved for users of NEOFI solutions, it is necessary to log in to access its content.

 

Sign in

From a web browser, open the Help Center URL https://neofi.zendesk.com/hc/en-us .

Click the Sign in link located at the top right of the Help Center home page

 

The Sign in to NEOFI Support window opens

Different options are available:

• To create an account, click the Sign up link.
  More information in the Sign up (Creation of an account) section below.
  
  
• To log in using an existing account, enter the email address and password then connect by clicking the Sign in button .
  More information in the Sign in (Normal connection) section below.
  
  
• If the email address has communicated with NEOFI Support before but has never been activated with a password, click the Get a password link .
  More information in the Forgot my password / Get a password section below.
  
  
• If you forgot the password, click the Forgot my password link .
  More information in the Forgot my password / Get a password section below.

 

Sign up (Creation of an account)

When the Sign in to NEOFI Support window opens, click the Sign up link to create an account

 

When the Sign up to NEOFI Support window opens, enter Your full name and Your email address in the mandatory corresponding fields.

Click the Sign up link.

Sample

 

Message :

Français (English below): 
Please fill out this form... 
... 
English: 
Please fill out this form... 
...

 

Important: it is imperative to use a professional email address corresponding to the customer's domain.

 

A window Check your email opens.

Click the button Close then check the mailbox

 

Received email with the subject Create a password for NEOFI Support.

Click the link Create a password

 

Message :

Français (English below):
Bienvenue dans NEOFI Support.
...
English:
Welcome to NEOFI Support.
...

 

A window Choose your secret password opens.

It is necessary to enter Your name (this information will be displayed inside Zendesk once connected) and Your password that meets established standards.

Read chapter Format of the password below.

Click the Set password  button to finalize the operation.

Sample

 

Format of the password

The password must:

• have at least 5 characters
• contain less than 128 characters
• be different from the email address

 

Already existing account

If this account has already been created and used, an email is sent with this subject = 'NEOFI Support sign-up attempt'

Message :

"Hi ..., 
An account already exists for NEOFI Support using this email address. To access it,
you can sign in or reset your password.
If you didn't try to sign up for a new account, you can safely ignore this email."

 

 

Sign in (Normal connection)

When the Sign in to NEOFI Support window opens, enter the Email address and Password in the corresponding fields, if you have already an account.

Click the Sign in button

 

Change from French to English Help Center (and vice versa)

Once connected, the user must access the help center corresponding to his language and can at any time decide to switch to another language via:

• URL -->
  - English (US), currently being updated = https://neofi.zendesk.com/hc/en-us
  - French (Français) = https://neofi.zendesk.com/hc/fr

or

• the user interface, at the very bottom right by clicking on the down arrow associated with the language

 

Forgot my password / Get a password

In case you forget your password, for an existing NEOFI Support account, two alternatives:

• If you forgot your password, for an existing NEOFI Support account, click the Forgot my password link
• If you need to get a password, for an existing NEOFI Support account, click the Get a password link

 

When the window Please set me up with a new password opens, enter the Email address in order to receive a message containing the instructions.

Click the Submit button

The Check your email for a reset link window opens.

Click the Close button

 

An email containing the information necessary to reset the password will be sent automatically and immediately. 

The email message will be sent from an address with the domain neofi.zendesk.com (NEOFI Support). Received email with the subject Set a new NEOFI Support password

 

The link included in the instructions allows the creation of the password.

A window:

• Choose your secret password
  (after a click on the link Please set me up with a new password from the received email)

or

• Change password
  (if a password had previously been declared)

opens:

Choose your secret password
or
Change password (if a password had previously been declared)

 

It is necessary to enter (the name and) a password that meets established standards.

Read chapter Format of the password above.

Click the Set password or Change password button to finalize the operation.

 

Learn more

• Help Center - Overview
• Support request
• Follow-up of support requests