Get help, follow a support request and check service problems

Choose the person who can resolve the issue

• Missing award, incorrect name, eligibility or certificate withdrawal: start with the issuing organizer.
• An existing certificate correction: use the Passport correction request so the issuer sees the record and requested change together.
• Account access, billing, broken features or a platform problem: contact Nyvarra support.
• Suspected forgery or a fake verification site: use the dedicated report form.

Open one clear request

1. When signed in, open Support and create a request. If you cannot sign in, use Contact.
2. Give the problem a specific subject, such as a failed import for a named set.
3. Explain what you were trying to do, what happened, the exact error and when it happened.
4. Include the relevant set, certificate serial, order or operation reference. Attach a redacted screenshot or supported file if useful.
5. Follow replies in the same conversation. Notifications and email can alert you, but the conversation keeps the request's context together.

Attachments and private links

Support accepts supported image or PDF attachments up to 5 MB. Remove unrelated personal information. Do not send passwords, authenticator or backup codes, private signing keys, registration-webhook secrets, volunteer scanner links or signatory invitation links. A guest support access link should also be kept private.

Check service availability before repeating an action

Open Service status if several pages or operations are failing. A service problem can make a verification temporarily unavailable without changing the certificate's authenticity. If a send or payment page timed out, inspect the existing operation or order before repeating the consequential action.

Useful evidence for different problems

• Import: file type, selected worksheet/header row, error and import reference; a small redacted sample is usually better than the entire recipient list.
• Send: selected count, completed and failed counts, operation reference and first relevant error.
• Design: template and version, browser size, missing field or font, and a screenshot of the problem.
• Payment: order reference and transaction evidence, without full unrelated bank statements.
• Download: certificate serial, the account relationship you expect and whether two-step sign-in completed.

Submitting a request or receiving an automated acknowledgement is not a promise that a correction, refund or recovery has been approved. Follow the actual resolution in the conversation.