Getting Help and Support

If you have a question about MayaMaya or something is not working as expected, you can chat with MayaMaya support, search the knowledge base, or submit a support request. The knowledge base and support requests are on the MayaMaya Help & Support portal at support.mayamaya.ai.

Chat with MayaMaya support

1. Select the chat button in the bottom-left corner of the page.
2. Type your question in the Reply here... box and send it.

The chat is also available on the Sign In page, so you can get help even if you cannot sign in. The Chat with us window opens with the greeting "Hello. How can I help you?" To attach a file, select the paperclip icon. To close the chat, select the X at the top of the chat window.

Browse the knowledge base

The knowledge base is a library of step-by-step guides and answers to common questions about MayaMaya. Check it first, since many questions are answered there.

To find an answer:

1. Go to support.mayamaya.ai.
2. Select Knowledge base in the top menu, or select Browse articles on the home page.
3. Open a topic, then select an article.

Articles are grouped by topic:

• Getting Started - what MayaMaya is, creating an account, and signing in.
• Your Account - your profile and switching between organizations.
• Assessment - taking the assessment and reading your reports.
• Business Console - setting up your organization, managing people and teams, and using the talent tools.

You can also type a keyword in the search box at the top of the page to find an article quickly.

At the bottom of each article, select Yes or No under “Was this article helpful?” to tell us whether it answered your question. If it did not, submit a support request.

Submit a support request

1. Open the support portal: Select the menu icon (three lines) in the top-right corner of MayaMaya, then select Help & Support. The MayaMaya Help & Support portal (support.mayamaya.ai) opens in a new browser tab.
2. On the portal, select Submit a ticket.
3. Fill in the ticket form. The fields are explained below.
4. Select Submit. The MayaMaya support team reviews your request and follows up with you.

Help & Support is available in the menu in both the Business Console and the Assessment. You can also open it from the Help & Support button at the bottom-left of the Sign In page, or go directly to support.mayamaya.ai.

On the ticket form, fill in the following. Fields marked with * are required:

• Your Email * - the email address you use to sign in to MayaMaya, so we can find your account (if applicable).
• Subject * - a short summary of your request.
• Type * - the kind of request: Technical Issue, General Question, Feature Request, Feedback, Demo Request, or Other. See “When to submit a support request” below to choose the right one.
• Priority - Low by default. Choose Medium, High, or Urgent if the issue is affecting your work.
• Description * - explain what happened or what you need. See “Details to include” below.
• Attach files - optional. Add screenshots or documents that help us understand your request.

When to submit a support request

Submit a support request when you cannot find the answer in the knowledge base or chat, or when you need help from the MayaMaya team. On the ticket form, choose the Type that fits best:

• Technical Issue - something is not working as expected, such as an error message, a page that will not load, or a problem signing in.
• General Question - you need help understanding how something works and could not find the answer in the knowledge base.
• Feature Request - you would like MayaMaya to add or improve a feature.
• Feedback - you want to share your experience or suggestions with the MayaMaya team.
• Demo Request - you would like a demo of MayaMaya.
• Other - your request does not fit any of the above.

Some changes can only be made by the MayaMaya support team. Submit a support request if you need to:

• Change your organization name. The organization name cannot be edited after setup.
• Change the Full Name or Email on your profile. These fields are locked after your account is set up.

Details to include

To help us answer faster, include:

• The email address you use to sign in to MayaMaya
• Your organization name
• The page you were on and what you were trying to do
• Any message you saw, or a screenshot

Related articles

• Creating Your Account and Signing In
• Managing Your Profile and Account Settings
• MayaMaya Terms and Definitions