Select the question-mark icon in the app to reach Brella support. At some events it opens a support chat; at others it opens the Help screen with links to the help center and a feedback form.
Where to find it
Mobile app: the question-mark icon at the top right of every event screen, next to your profile picture. On My events the icon is in the top right too.
Web app, window narrower than 768 px: the same icon at the top right of every event screen.
Web app, 768 px and wider: the question-mark icon in the top bar. It appears only at events that have the support chat. At other events, open help-attendees.brella.io in your browser.
Sign-in screens: the question-mark icon at the top right opens the Attendee Support section of the help center. In the web app's join flow, select Need help? at the top right.
What opens
Support chat. At events that have it, the icon opens a chat with Brella's support team. The chat is signed in with your Brella account, so the team sees the email and name you use in the app, the event you are in and the screen you opened the chat from.
The Help screen. At other events, the icon opens Help with three tabs:
Contact Support: "Get in touch with our support team for help with the event." Opens the Attendee Support section of the help center.
Help Center: "Browse guides and answers to common questions." Opens help-attendees.brella.io.
Send Feedback: a feedback form for Brella.
In the mobile app the pages open inside the Help screen. In the web app, Contact Support and Help Center show a button, Open Contact Support or Open Help Center, that opens the page in a separate browser window.
Some error screens, such as the message when you try to join an event that has ended, have a Contact support button that opens the same Attendee Support section.
Report a problem
Brella support can solve most problems faster with a diagnostic report from the app.
Select your profile picture, then Troubleshoot under Account settings.
Read the items under Needs attention. Each item shows the steps to fix it or a button that fixes it. See Technical troubleshooting steps.
At the bottom, select Share diagnostic report (mobile app) or Download diagnostic report or Copy report (web app). The report lists your account email, event access, app version, device, browser and the result of each check.
Open the support chat or Help > Contact Support and send:
the report, or a screenshot of the Troubleshoot screen
the event name
what you did, what you expected and what happened, with the exact text of any message
whether you use the mobile app or the web app, and which browser
a screenshot or screen recording, if the problem is visual
Good to know
Questions about the event itself, such as the agenda, your ticket or who can attend, go to the organizer. Their contact details are in your registration or invitation email.
Branded event apps show the question-mark icon only when the event has the support chat. If you don't see it, contact the organizer.
The support chat is tied to your account. After you sign out, the chat starts over as an anonymous visitor.
Troubleshooting
Nothing happens when you select Open Contact Support or Open Help Center
The browser blocked the pop-up window. Allow pop-ups for the web app's address and select the button again, or open help-attendees.brella.io in a new tab.
You don't see the question-mark icon in the web app
The window is 768 px or wider and the event has no support chat. Open help-attendees.brella.io in your browser.