Support
Ask a question about using Dover River and keep the conversation in one place.
Pilot availability
Support is being prepared for a restricted, invitation-only internal pilot. It is not generally available. Use these instructions only after your pilot organizer confirms that access has been enabled for you. Reading this guide does not grant access.
Open Support
- Sign in to Dover River with your own account.
- Open the account menu in the upper-right corner.
- Choose Support, then New case.
- Enter a short subject and describe the problem. Choose Create case once.
Use Case history to reopen one of your recent cases. Refresh case checks for an updated answer or state. Support cases belong to the account you signed in with; selecting an advisor's client view does not switch your Support identity.
If Support is unavailable or you cannot sign in, use the alternate contact route.
What to include
Describe the view or action you were using, what you expected, what happened instead, and the steps you already tried. Include the approximate time and any short, non-sensitive error wording. A small, made-up example is often enough to explain a confusing calculation or import column.
Leave out passwords, sign-in or verification codes, payment details, account numbers, private client information, and full brokerage exports. Do not paste confidential portfolio records or screenshots containing personal information. Describe the issue in words and use fictitious values where possible.
For file preparation and calculation questions, the import guide, transaction rules, and dashboard calculations may help you narrow down the question first.
Understand an answer
Support uses automated assistance. Read the explanation and its limits before acting on it.
| Detail | What it tells you |
|---|---|
| Approved product references | Which approved product material supports the explanation. A reference does not guarantee that every conclusion applies to your situation. |
| Confidence | How strongly the available information supports the answer. A qualified answer has limits; insufficient confidence means more information or human review is needed. |
| Assumptions | Conditions the explanation relies on. Tell Support if one does not match what you tried. |
| Safe next steps | Suggested checks or actions for you to review and choose. Ask for clarification if a step is unclear. |
| Needs human review | The case needs further review. This state does not promise that a person has been assigned or that a reply will arrive by a particular time. |
Support does not make automatic product changes, issue credits, or guarantee immediate resolution. A Support response is product guidance, not a promise of an account adjustment or an investment outcome.
Follow up or check progress
Open the case from Case history. If a follow-up field is available, explain what you tried and what changed, then choose Send follow-up. Keep related questions in the same case so the conversation stays together.
You may need to wait while an answer is being prepared. Closed or canceled cases do not accept follow-up messages. A case marked Answered may still have a follow-up field if you need clarification.
If a send fails or times out, do not submit the same message repeatedly. Use Case history or Refresh case to check whether it was received. Follow the on-screen retry instructions. If your session has expired, sign in again and check the case before sending another message. An unfinished draft may be lost when you close Support or sign out.
Privacy and retention
Your submitted messages and Support replies are saved as case history for follow-up and review by authorized support staff. Automated assistance may process the information you submit. The public website does not display your cases.
The pilot policy retains closed cases and their conversations for 90 days after case closure. Legal or incident holds may require longer retention. Recovery copies follow a separate 35-day backup-retention policy. These policy periods do not promise immediate or automatic deletion on a particular day.
Closing the Support window or signing out does not delete a submitted case. For a retention question or a request about information you submitted, email [email protected]. Keep sensitive information out of the conversation from the start.
If you cannot use Support
Email [email protected] for sign-in problems, an unavailable workspace, or questions about pilot access and retention. Include a brief description and the approximate time; do not send passwords, account numbers, private records, or verification codes.
Pilot availability may vary, including during maintenance. There is no guaranteed response time or immediate resolution. If you have not been invited, the Support workspace is not yet available to you.