Where to get help

Different problems in ProFinda need different help, and picking the wrong channel is the main reason people wait longer than necessary for an answer.

Login and access problems

If you cannot sign in, the fault is almost always in your organisation’s identity system, not ProFinda. ProFinda relies on single sign-on, so a locked account, an expired multi-factor device, or a permissions change on your organisation’s side will stop you signing in with no ProFinda-specific error to diagnose. Raise these with your IT service desk or identity team, the same place you would go for any other work application.

Data that looks wrong

If a colleague’s profile shows the wrong team, a skill that should be there is missing, or your own record shows an old job title, the underlying record almost always came from an HR or finance system feeding into ProFinda, not from something broken in ProFinda itself. Reporting it to your platform team lets them trace it to the source and get it corrected there, so it stays fixed rather than being overwritten on the next sync.

“How do I” questions

Before raising a ticket for a how-to question, two resources answer most of them faster:

• The glossary, for any term you have seen but not fully understood - match score, ontology, and similar concepts are defined there in plain language.
• The docs library, organised into getting started, core concepts, integrations, administration, and troubleshooting, which covers specific tasks in more depth than these lessons.

Who to ask, by problem

Knowing this ahead of time saves a round trip through the wrong channel, and means the person who can actually fix your problem sees it first.