Getting help & troubleshooting

Stuck on something? Most snags have a quick fix, and when they don't, you can reach the Rebrief team in a couple of clicks. This article shows you how to send a support ticket and walks through the most common issues.

Send a support ticket

The fastest way to reach us is the Support button in the left sidebar — the lifebuoy icon near the bottom. Selecting it opens a short form.

1. Select Support in the sidebar.
2. Describe what you were trying to do and what happened instead. The more specific you are, the faster we can help.
3. Select Send ticket.

When your ticket sends, you'll see a reference number on screen, and we'll email a copy to your account address so you have it for follow-up.

Tip: A clear "what I expected vs. what happened" is the single most useful thing you can write. If there was an error message, include the exact wording.

What the ticket includes

So you don't have to describe technical details, Rebrief attaches a few diagnostics from the page you were on:

• A screenshot of the current page. This is always included so we can see exactly what you saw. It captures only the visible page, not the support form itself.
• Page and browser info (optional, on by default): the page you were on, your screen size, operating system, and app version.
• Recent activity logs (optional, on by default): the last few hundred behind-the-scenes log entries, which help us pinpoint errors.

You can turn the two optional attachments off before sending. Your email and clinic are included automatically so we know who to follow up with.

Note: Prefer email? You can reach us any time at support@rebrief.com. The in-app button is faster because it bundles the diagnostics for you.

Where to find the Help Center

You're reading it. You can open the Help Center any time from the Help button in the sidebar, and you'll also find links to the Help Center and live support in the Support section of the page footer.

Common issues

I can't sign in

• Double-check your email and password for typos, and make sure Caps Lock is off.
• If you signed up with a Google or Microsoft account, use that same button to sign in rather than a password.
• Unsure of your credentials? Use your browser's "forgot password" flow to reset them.
• Still locked out? Send a ticket (or email support@rebrief.com) and we'll help restore access.

Sync isn't connecting

If your clinic uses the Rebrief Bridge to connect Rebrief with your practice-management software:

• Make sure the Bridge is running on the operatory computer and that your practice-management software is open.
• Confirm the computer is online — a dropped network connection is the most common cause.
• Close and reopen the Bridge, then try the sync again.
• If it still won't connect, send a ticket from that computer so the diagnostics capture the connection details.

A page won't load or looks broken

• Refresh the page first — a quick reload clears most temporary glitches.
• Check that you're online.
• If a refresh doesn't help, fully close the app or browser tab and open Rebrief again.
• If the problem keeps happening on the same page, open that page and send a ticket from there. The attached screenshot and logs tell us exactly where it broke.

If anything here doesn't solve it, send a ticket — a real person on the team reviews every one.