This article covers where to get help with Aura Cloud, who to contact for different kinds of issues, and how to request account-related changes.
Getting help with Aura Cloud
Most Aura Cloud questions can be resolved through one of these paths:
Path | Best for |
|---|---|
Step-by-step articles for everyday tasks. Start here. | |
The Emesent support bot. Accessible from the Knowledge Base for quick answers and pointers to relevant articles. | |
Account access, training, and partner-supported regions. | |
Technical issues, billing, account changes, and bug reports. | |
Organization Emesent admin | Internal access, role changes, and team-level questions. |
Contact Client support
Contact Client support for technical issues, account changes, or anything not covered by the Knowledge Base, Emi, or the local Emesent partner.
When contacting Client support, include:
The Emesent account email address.
The web browser and operating system in use.
A short description of the issue, including any error messages.
Access to the affected point cloud, shared with Emesent. Sharing access helps Client support reproduce and investigate the issue directly.
Scan data and processed point cloud. Client support will provide an upload location on request.
Account changes and access
Account changes include adding or removing users, role changes, and license changes. These are usually handled within the organization, so contact the organization's Emesent admin first. If the admin cannot resolve the request, contact the local Emesent partner or Client support.
Delete an Emesent account
Account deletion uses a dedicated form to meet GDPR and other data protection requirements.
Go to the Emesent account deletion request form.
Complete the form with the email address of the account to be deleted.
Submit the form.
Follow any confirmation steps provided after submission.
Deletion is permanent and removes all projects, folders, and point clouds associated with the account.