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Shane D.

How to submit Support Tickets to Evernote Support regarding Technical Issues (iOS)

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Hi there,

I wanted to provide some tips and tricks that may help our staff to more expediently address your issue when you submit a support request regarding technical issues.

(Note: Technical issues refers to problems like syncing issues, user interface problems/glitches, formatting errors, etc. If you’re experiencing issues with missing content/dataloss from your Evernote Account, please go here.)

Here is a list of steps and resources for iOS that you can add to your support request that may help the process to complete more quickly.


(Note: Opening a support ticket for a technical issue requires a Plus/Premium subscription. Basic subscribers will only be able to open support tickets for certain issues. Please reach out to Shane D. if you have any other questions)



Opening a Ticket from within the App: For iOS, you can open a support ticket directly from within the Evernote App

1. Open Evernote on your iOS device

2. Open your account settings

3. Tap Support > Submit a Support Request

4. Fill out the support fields and make sure Include activity log is enabled

5. Once you submit the request, you should receive an email for the support ticket

6. Use the Steps/Information to gather: guidelines listed below, and include as much information as possible about the issue you’re encountering as a reply to the support email you received



Opening a Ticket: The first step is to open the support request

1. To open a support ticket, go to https://www.evernote.com/SupportLogin.action, and login using your Evernote credentials or click on Continue as guest

(Note: Guest users are considered Basic subscribers, and will have limited access to support ticket options)

2. On the next page, select the items that most closely match the issue you’re experiencing from the dropdown menu options

3. Scroll to the bottom of the screen and click on Submit ticket on the bottom, which will then provide you with text fields to write information about the issue

4. Use the Steps/Information to gather guidelines listed below and include as much information as possible about the issue you’re encountering in your ticket

5. Once filled out, submit the ticket



Steps/Information to gather:

1. Subject/Description: Please provide as much context as possible regarding the issue you’re encountering. Here are some good questions to keep in mind (and answer) if possible:


When did this issue begin?

Were there any software/system updates implemented for Evernote, or your device/platform, around the same time the issue began?

Did the issue begin shortly after adding any specific content (new notes, web clippings, copy/pasted content in a note, attachments to a note, etc) to your Evernote Account?

If you use your Evernote Account via multiple devices, do you experience the issue everywhere? Or, do you only experience the issue when using Evernote on a specific device?

2. Activity Log(s): This is an essential item for our support staff. The activity log is a document that logs all of the internal processes that are occurring within the Evernote App. It often points to the root cause of the issue, enables us to more quickly identify known issues, and provides context about what was occurring around the time the issue occurred.

When creating a copy of the activity log, do your best to create the copy of the log information as quickly as possible after the issue has occurred. If the log is recorded too far after the issue has occurred, the issue may not show up in the log records.

To learn how to acquire an activity log from your iOS device, go here

Then, attach the log file to your ticket submission form in the Attachments section.

3. Screen Recordings/Screenshots: Video recordings of the user screen can be very helpful when dealing with technical issues, especially with U/I (user interface) issues:

To learn how to create a screen recording, go here

Then, attach the video file to your ticket submission form in the Attachments section.


If you are unable to send video, please send any screenshots that help to display the issue: Screenshots of the issue, or any specific error messages, may better enable us to diagnose the issue more quickly
For information on how to create a screenshot for iOS, go here

Then, attach the screenshot file to your ticket submission form in the Attachments section.


4. Exported Note Copy: If you are noticing formatting errors, missing content, or any other general errors with a specific note, please send an exported copy of the note.

For information on how to export a note for iOS, go here

Then, attach the exported note file to your ticket submission form in the Attachments section.

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Everyone I try To log in to Evernote it goes right to this screen won’t let me get into my notes


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Very simple:

The Basic Plan you are using just allows for the use of a maximum of 2 devices. You have already registered 2 other devices and are now trying to enter your account on a third device. So you get 2 options on the screen:

  • Unsync one of the other devices
  • Upgrade to a paid plan which automatically comes with unlimited devices that can be synced
  • A 3rd option not mentioned here ist the Web client. This is EN in a browser window, which is never counted a a device. 

Hint: If you unsync, you should know that you can’t un- / resync permanently. There is a limit on unsyncing and syncing per month. This is due to users that misused the unsyncing in the past to avoid the paid plans.

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