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Send a useful support request

Use this guide to report an issue with an existing service, order, app or managed environment. Start with the support channel agreed for your engagement. Coverage and response arrangements depend on that agreement.

Before you start​

Have the project or order reference, the affected Odoo version and edition, and the environment name where relevant. For an Odoo Apps purchase, check the support route and terms on that app's listing.

Steps​

  1. Open Customer support, then select Open customer support.
  2. On the Customer Care page, choose Contact Us to open Submit a Ticket. Use the community forum only for information suitable for a public discussion.
  3. Complete Full Name, Email Address, Message Subject and Ask Your Question. Phone number and company name are also available.
  4. Describe the issue using the checklist below. If useful, attach a redacted screenshot or a short error excerpt through Attachment.
  5. Review the content, then choose Submit Ticket when you are ready to send it. Keep the confirmation or reference shown by the service.
  6. To look for existing requests, open Tickets from My account, or use My tickets. Quote the existing reference in follow-up contact.

What to include​

  • Reference: the relevant order, invoice, app or project reference.
  • Location: development, staging or live, and the affected screen or workflow.
  • Timing: when it happened, including your time zone, and whether it is still happening.
  • Reproduction: the shortest steps, expected result and actual result.
  • Impact: who or what is affected, and whether a workaround exists.
  • Evidence: a redacted error, operation status or screenshot. For console issues, include the displayed operation reference and the freshness time of the observation if available.

Keep passwords, access tokens, handoff links and unredacted customer records out of a general ticket. A useful error excerpt should preserve the error wording while removing those details.

A short request you can adapt​

Replace the brackets with your own non-sensitive details. This is a template, not a record of a real incident.

Subject: [project or app] — [short symptom]
Reference: [order, project or existing ticket reference]
Location: [screen and, if relevant, development / staging / live]
When: [date, time and timezone; still happening or resolved]
Steps: [shortest steps that reproduce the issue]
Expected: [what should happen]
Actual: [what happened, including the exact redacted error]
Impact: [affected work and any workaround]
Evidence: [redacted screenshot or operation reference, if available]

For a missing invoice, use the commercial-record checks. For an unavailable app ZIP, use the download checks. For a Cloud issue, confirm the project and environment before collecting evidence. These checks help you describe the problem without repeating a payment or operational request.

Expected result​

The request goes to the selected support channel with enough context to investigate. A submitted request is separate from approval of additional work, a paid scope or an operational change.

Troubleshooting​

  • No confirmation after submitting: check the displayed error and your existing tickets before submitting again. If uncertain, contact support@corvusnexus.com with the time and subject used.
  • No ticket in your account: confirm you are signed in with the account associated with the request and ask support to check the reference.
  • ModuleCare eligibility or scope: use Qualified support when enabled for your project; see ModuleCare requests and approvals.
  • A new project enquiry: use Contact us.

Limitations and verification​

Guide version 1.1, Corvus Nexus web snapshot 28 October 2026 (UTC). The support page, Customer Care landing and ticket form were inspected live. The portal's Tickets link was verified. No ticket, attachment, email or customer record was submitted or opened, so successful submission, confirmation delivery and ticket tracking were not tested.