NMR Helpdesk - Frequently Asked Questions

• Getting started FAQs
• Using the Helpdesk FAQs

Getting started FAQs

How do I know whether to contact my Marketing Specialist or the Helpdesk? 

If your question is about content you're sending to customers (emails, posts, videos), reach out to your Marketing Specialist. If it's about whether something is working correctly on your site or in your systems, use the Helpdesk.

Does this change how I work with my Marketing Specialist? 

No. Your Marketing Specialist remains your point of contact for anything marketing-related - social media, email, video, and content. The Helpdesk is simply a new, faster path for technical questions.

What if I'm not sure which category my issue falls under? 

Choose the category that feels closest - our team will redirect your request internally if it turns out to belong somewhere else, so you don't need to worry about picking the "perfect" category.

Using the Helpdesk FAQs

Can I attach files or screenshots to my request? 

Yes. The request form includes an upload option for files up to 20MB, which is helpful if you want to show us exactly what you're seeing.

What happens after I submit a request? 

Your request is automatically routed to the specialist who handles that category - no need to go through your Marketing Specialist first. You'll hear back directly from that expert.

My POS file upload isn't working. Where do I submit this? 

Select the POS Integration category on the request form and describe what's happening (for example, whether the upload fails entirely, gets stuck, or shows an error message). This routes your request directly to our POS integration specialist.

I have a question about whether a product is PPWR compliant. Is this a Helpdesk question? 

Yes. Product compliance questions (like packaging and labeling requirements such as PPWR) fall under Product Catalog. Submit a request with the specific product and compliance question so our specialist can look into it.

I added a new category, but some products aren't showing up on the site. What do I do? 

This is a common Product Catalog request. Include the category name and roughly how many products are missing (for example, "15 products in our new Rental category aren't showing, even though they're active in our POS") so the specialist can investigate quickly.

I have a question about how POS exports work. Where does this go? 

Select POS Integration and describe what you're trying to export and what you're seeing instead. This ensures your question reaches the specialist who handles POS/website sync.