Support Options at Meister

Oliver Schneider
Oliver Schneider EN Basic Posts: 17 Beginner
edited February 7 in Ask the Community

When one encounters a problem, they probably click on the help button. And then on "contact support". This links to "Ask the Community" and not to the support.

And there, if you tell about your problem, Mindmeister doesn't like it (I think they are right because it is not the support but the community) and they ask to contact support (but when you click "contact support" that's where it links!).

So, after looking in detail, I found out that support can be joined at : support@mindmeister.com My first ticket was : why does "contact support" not link to this address?

The answer came after two weeks and was quite surprising : to ask for support, you dot NOT have to click on "contact support" but : click on your icon → your account → contact us → talk to the chatbot → tell that it didn't solve the problem → they send you a link to a form… → and you can contact support.

!!!Waouw!!!

As a paid users, we have the right to a support from helpdesk. It is clear that this possibility is hidden. The main reason is probably that support@mindmeister.com is overloaded and they take quite a while to answer and probably don't want people to create new issues.

But the main thing : when you click on "contact support' it should link to the chat bot and the info about "support@mindmeister.com" and not the community…

Comments

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,325 Community Admin
    edited February 7

    Hi @Oliver Schneider ,

    thanks for sharing your experience. I understand that it can be frustrating when trying to contact support and not finding the right way immediately.

    Meister offers different support options depending on your subscription plan.

    👉 Please take a look here about all our support options that MindMeister offers.

    I am sorry that you did not find this information earlier. Have you used the Help Center before?

    If you are in a mind map and select "Contact Support", this will lead you to the Community. The Community is the quickest way to get help from fellow mind mappers and from Meister Community Managers like myself. We provide support and guidance for common issues.

    However, if the problem is more complex and requires troubleshooting tools that Community Managers do not have access to, we recommend contacting the Meister Support Team. This way, simple questions can be answered in the Community, while complex issues go directly to the Support Team. This helps reduce waiting times, as the workload is shared.

    👉 How to contact the Meister Support Team directly: To reach the dedicated Meister Support Team, open your Account → "Contact Us". Depending on your subscription plan, you will see your available support options. You can find a step-by-step guide here.

    I understand that you found the email, but we do not recommend using this email unless you cannot access your account. We have specific processes in place to make support efficient. One issue we noticed in the past is that customers who email this address often use a different email address than the one linked to their Meister account. This makes it difficult for our Support Team to find the correct account and provide help. Also, if you reach our from your Account, then the Support Team has more efficient troubleshooting tools at hand and can resolve any issues quicker.

    👉 About the Support Chatbot: You also mentioned our Support Chatbot. This is a new tool that helps answer common questions. Around 25% of customer inquiries are resolved successfully using the chatbot. If the chatbot cannot solve the issue, it will provide you with a form to contact the dedicated Support Team.

    If you need help with anything else, feel free to ask. I’m happy to assist! 😊

  • Dominic Mercier
    Dominic Mercier EN Business Posts: 8 Beginner

    I am a new user. I am on the 14-day trial plan and have been testing the tool extensively for 7 days. From the first day, I noticed that the app did not work on my iPad. I contacted support, and the next day I received an email asking me to rate my experience with support, but they never answered my question. They closed my ticket without responding but still asked me to provide feedback. I wrote an email to inform them, and they never replied. In the coming days, I will have to decide whether to purchase a plan for my team and me, even though the app still does not work on my iPad and support does not seem to have any intention of responding to my emails.

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,325 Community Admin

    Hi @Dominic Mercier ,

    firstly, thank you for trying out MeisterTask! I am really sorry that you already faced a bug while working on the iPad! We had several users reaching out, reporting the same behavior on the iPad.

    The MeisterTask team tackled the issue last week, and rolled out another MeisterTask app version. Can you please try updating the app, and then see if it works again? Additionally, the MeisterTask team is planning to release another version of the app today, which should work even better and hopefully resolve the issue.

    Regarding your outreach to the MeisterTask Support: I checked in the backend, and can confirm that the MeisterTask support received your query on April 6. I can also see a little automated note that says "Dominic Mercier found a solution in the following article and marked the ticket as Solved." which indicated that you might have clicked on the one of the suggested articles and thereby marked your query as resolved. I am really sorry, that this happened and thus did not receive any support.

    I hope that the newest app version is rolled out soon, and that you can also use it soon smoothly on the iPad.

  • Dominic Mercier
    Dominic Mercier EN Business Posts: 8 Beginner

    Hello @Cornelia Patscheider_is_OOO

    Hello, and thank you for your response. I just installed version 6.8.9 on my iPad, and the problem persists. However, I discovered that the application crashes when displaying notifications on the main screen. I only have enough time to see the notification (a fraction of a second) before the application crashes.

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,325 Community Admin

    Hi @Dominic Mercier ,

    I would recommend to please update once again the app. I just heard from the team, that a new version of the app is available: Version 6.8.10.

    The team worked further on fixing the problem, so hopefully the new version should not crash anymore.

  • Dominic Mercier
    Dominic Mercier EN Business Posts: 8 Beginner

    Hello @Cornelia Patscheider

    I just installed version 6.8.10. Same problem.

  • Cornelia Patscheider
    Cornelia Patscheider Admin, Moderator, MeisterLobster, EN Business Posts: 1,325 Community Admin

    Hi @Dominic Mercier , I am sorry to hear that. I heard from other users, that the issues was resolved, when they deleted the app completely from their device and afterward downloaded and installed the newest version. I would recommend trying this out as well.

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