# Support

> How to ask for help or report a problem: the Aiuto button, quick report, contacting support, WhatsApp and email.

Last updated: 22 October 2026. Source: https://narciso.io/en/docs/assistenza/

Narciso **support** can be reached from several points in the program. The right channel depends on what has happened: an error visible on screen, a question, or a problem that stops you getting in.

## The Aiuto button

In the sidebar, in the row of buttons at the bottom, the **Aiuto** (Help) button («Chiedi aiuto o segnala un problema agli sviluppatori», Ask for help or report a problem to the developers) opens the **SEGNALA PROBLEMA** (Report a problem) panel with two options.

| Option | What it does |
|---|---|
| **Invia segnalazione rapida** (Send quick report) | Asks you to share the browser tab, captures a screenshot and sends it to the technical team together with the page data. Result: «Problema segnalato automaticamente! Screenshot e logs inviati al supporto.» (Problem reported automatically! Screenshot and logs sent to support.) |
| **Contatta assistenza** (Contact support) («Parla col team per dubbi», Talk to the team if you have doubts) | Opens the «Contatta il Supporto» (Contact Support) form with **Oggetto** (Subject) and **Descrizione** (Description), both required. Result: «Richiesta inviata! Ti risponderemo presto.» (Request sent! We will reply soon.) |

### Which to choose

- For an **error visible on screen** (red window, page that does not load): quick report, then describe the error.
- For a **question or a request** (for example «how do I connect a channel?»): Contatta assistenza.
- If the browser does not support screen sharing, as is usual on tablets, the quick report does not go through and «Acquisizione schermo annullata. La segnalazione non è stata inviata.» (Screen capture cancelled. The report was not sent.) appears. Use Contatta assistenza.
- If the session has expired, «Sessione scaduta. Per favore ricarica la pagina e fai login.» (Session expired. Please reload the page and log in.) appears and the report is not sent: sign in again.

> **Warning.** The quick report sends a screenshot of the whole tab, with the names and numbers that are visible at that moment. If confidential data is visible, close that window before sharing.

## If the program does not open or you cannot sign in

- **From the login page**: the **Serve aiuto?** (Need help?) link opens WhatsApp with the message «Ciao, ho bisogno di aiuto per il mio account Narciso» (Hello, I need help with my Narciso account).
- **From an error page** («Qualcosa è andato storto! – Si è verificato un errore imprevisto. Il team è stato informato.», Something went wrong! – An unexpected error occurred. The team has been informed.): the **Contatta l'assistenza** (Contact support) button. **Riprova** (Try again) and **Torna alla home** (Back to home), which leads to the calendar, are also there.

## Contacts

| Channel | What for |
|---|---|
| WhatsApp **+39 375 697 2832** | Support on using the program, logins, Narciso Hub |
| Email **about@narciso.io** | Reports on how the app works, commercial enquiries and information |
| PEC **blackpearlitalia@pec.it** | Legal, tax and juridical matters: contract, billing, data protection |

Narciso is a brand of BlackPearl di Davide Perrina, with its registered office in Perugia (VAT number 03234070641).

## What to write in a report

It helps a great deal to give:

- the page and what you had just pressed;
- the day and time;
- the active location;
- the browser used and whether the problem happens again.

Never write passwords in the message.

## Related entries

- [Login problems](https://narciso.io/en/docs/problemi-di-accesso/)
- [Internet connection](https://narciso.io/en/docs/connessione-a-internet/)
- [Device requirements](https://narciso.io/en/docs/requisiti-del-dispositivo/)