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Submitting a support ticket

Useful information in order to submit a support ticket, you will need to create a MyScript account if you do not already have one. See here for details: Setting up a MyScript account

What happens when you submit a ticket to Nebo support?

All tickets are assigned to our agents by a ticket filtration system that prioritizes tickets according to a specific set of criteria: 

  1. Tickets concerning lost notes or a page that may have issues are considered high priority tickets and our support team will do their best to respond to these tickets as quickly as possible.
  2. Tickets submitted by Nebo users are considered priority tickets and our support team will do their best to respond to you within three (3) working days.*
  3. Tickets submitted by users of Nebo free version for iOS will generally be responded to within five working days although this may vary depending on demand or the nature of the assistance required. For this reason, Nebo users are encouraged to make full use of Nebo's support site. Here you will find step-by-step guides on everything Nebo related. 

IMPORTANT: We recommended that you refer to (search) the support site before submitting a ticket. From supported languages, managing your notes, to tips and tricks on using the app's features and settings, the answer you are searching for maybe just a few clicks away, you can find answer to your question directly and don't wait the three (3) working days* time our team can reply to you.

To submit a ticket, you will fill a form. The more precise the information you provide, the faster we will be able to help with the issue that you are reporting. Example: Nebo version, operating system version, device brand and model, pencil brand and model, detailed description of the problem. Providing an image or short video (less than 20MB) showing the issue is also very helpful.

*Working days run between standard office hours (Central European Time), Monday to Friday.

**Please be aware that all communication with the support team is carried out solely via the ticketing system. We cannot provide support by email or telephone.

Submit a support request using the My Tickets tab at the top of this page or just click here. 

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For technical support or questions regarding Nebo please submit a support request using the My Tickets tab at the top of this page, or you can click here.

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