Use this section when a proof fails to process, shows an error, or looks different from your original file.

• A link to each proof that failed
• The original file, attached or shared through a link
• How you added the file: new proof, new version, drag and drop, API, automation flow, plugin, or cloud storage integration
• Whether the issue happens with every file or only this one
• What happens when you try the upload again

Ziflow Support template: Website proofs

Many processing issues depend on the file itself or how it was added. The original file lets Support reproduce the issue right away.

For common fixes, see Common upload and proof issues.

Use this section when the Proof Viewer is slow, freezes, or doesn't load.

• A link to the affected proof
• Your browser and version, and your operating system
• A short screen recording of the issue
• Whether the issue still happens off your company VPN or network, for example on a home network or mobile hotspot
• A HAR file captured while the issue happens

Slow performance often comes from the network between you and Ziflow. The HAR file and the off-network test show Support where the delay happens.

Save a HAR file in Chrome

A HAR file records the network activity in your browser while you reproduce an issue.

1. Open the proof.
2. Open Chrome developer tools: press F12 (Windows) or Cmd+Option+I (Mac).
3. Select the Network tab. [Screenshot]
4. Select Preserve log.
5. Reload the page and repeat the action that causes the issue.
6. Select Export HAR (the download arrow) and save the file.
7. Attach the file to your request.

Important: A HAR file can contain session details. Share it only with Ziflow Support.

For common fixes, see Common browser and network issues while using Ziflow.

Use this section when a website proof doesn't load, looks wrong, or doesn't let reviewers comment.

• A link to the proof, and the website address you used
• Whether you selected Live or Snapshot when you created the proof
• How you copied the website link (for SharePoint pages, use File > Share > Copy link)
• Whether the Ziflow browser extension is installed
• Your browser and version, and a short screen recording if possible

Support request template for Website proofs
Live website and snapshot proofs work differently. Some sites, including SharePoint, only load with the right type of link or with the browser extension.

For common fixes, see Fix common issues with live website proofs. To install the extension, see Install Ziflow browser extension.

Use this section when someone can't log in, gets an SSO error, is stuck in a login loop, or isn't created or updated through SCIM.

• The email address of each affected user, and whether the issue affects one user, some users, or everyone
• The exact error message, or a screenshot of it
• A screen recording of the login attempt in a private (incognito) browser window, from opening Ziflow to the error
• Your identity provider, for example Okta, Microsoft Entra ID, or Google
• Whether you start the login from Ziflow or from your identity provider's app dashboard
• Whether anything changed recently, such as a renewed SSO certificate or new app settings
• For SCIM issues: the user or group affected, and the time of the failed sync

Ziflow Support template for SSO login errors

A recording in a private window rules out saved sessions and browser extensions, and shows the exact step where the login fails.

For setup details, see Single Sign-On (SSO) support.

Use this section when someone doesn't receive a Ziflow email, or the email goes to spam or quarantine.

Before you contact Support, ask your IT team to allow Ziflow's email addresses. See Add Ziflow to your allowlist.

If the issue continues, send:

• The email addresses that didn't receive the email
• When the email was expected, including date, time, and time zone
• Which email it was, for example a proof invitation, a reminder, or a decision notification
• If the email went to spam or quarantine: the full message headers of that email
• The email security tool your company uses, if you know it, for example Mimecast or Proofpoint

Support request template for Email deliverability: suppression, spam and scanners

Support traces each email by address and time. The message headers show which system blocked or flagged the email.

Use this section when a flow doesn't run, runs at the wrong time, or does something unexpected.

• The name of the flow, or a link to it
• When the flow should have run, including date, time, and time zone
• The run ID from the flow's history, or a screenshot of the history row
• The proof that should have been affected

Ziflow Support template for Flows and Zibots

The run ID lets Support find that exact run in the logs. Logs are kept for a limited time, so send the run ID as soon as you can.

To view a flow's history, see Manage automation flows.

Use this section when an API call fails or returns something unexpected, or a webhook doesn't arrive.

• Whether the issue is with an API call, an API webhook (Settings > API Settings), or a Webhook Zibot in an automation flow
• The endpoint or webhook URL
• The time of the call or event, preferably in UTC
• The request and the response you received, or the webhook body your endpoint received

Support request template for API and webhooks

Remove your API key from anything you send. Support never needs it.

The time and endpoint let Support find the request in the logs. The full response usually shows the cause.

Use this section when proofs don't sync with monday.com, or you see an error in the integration.

• A link to the monday.com board, and to the subitem board if subitems are involved
• The item or subitem affected
• The exact error message, or a screenshot of it
• Whether your monday.com account is verified
• If your monday.com account uses IP restrictions: whether Ziflow's IP addresses are on the allowed list

Most sync issues come from the board setup, an unverified account, or blocked IP addresses. These details let Support check all three at once.

For common fixes, see Troubleshoot monday.com OAuth authorization errors. For Ziflow's IP addresses, see Add Ziflow to your allowlist.

Available on: Enterprise - Paid add-on

Use this section when ReviewAI doesn't run, the ReviewAI button is missing, ReviewAI stays on Checking…, or the results look wrong.

Before you contact Support, confirm that Enable ReviewAI is selected on the checklist you're using (Settings > Proofing Settings > Checklists), then refresh the proof. See Set up ReviewAI.

If the issue continues, send:

• A link to the proof
• The checklist you expected ReviewAI to use
• The number of pages in the file
• If you uploaded several files: whether they were merged into one proof
• How the PDF was created, for example exported from InDesign or saved from Photoshop
• For results that look wrong: the finding, and what you expected instead

Ziflow Support template for ReviewAI

Page count, merged uploads, and how a PDF was made all affect how ReviewAI reads a file.