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Shane D.

Submitting Support Tickets to Evernote Support [Dataloss, Missing Notes/Notebooks,etc] (Mac/Windows)

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Hi there,

I wanted to provide some tips regarding information you can provide our support staff if you’re encountering an issue where notes, notebooks, or general content is missing from your Evernote Account.

(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: The first step is to open the support request

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

2. From the dropdown menus that appear, select Technical Issues > Notes > Lost Notes or missing content

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 Missing Content/Possible Data Loss 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

 

 

Missing Content/Possible Data Loss: If your support request is specifically regarding missing content/data from your Evernote Account, please see the information below, and provide any information you might have within the support ticket.


1. Subject/Description: Please provide as much context as possible regarding the issue you’re encountering. Specifically, please note any specific notes, notebooks, content from within a note, attachments, etc that are missing

 

2. Activity Logs: In instances of possible dataloss/missing content, we try to acquire both recent and older activity logs

For Mac, please follow these steps to acquire all of the logs
For Windows, please follow these steps to acquire all of the logs

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

 

3. Visit the Evernote Web Client using a web browser on a desktop computer: https://www.evernote.com/Home.action

Do the missing notes/notebooks/content appear on the web client? (Please note the answer to this question in your support ticket)

 

4. After logging in, does your account appear completely blank, almost like a new account?

Often, users accidentally create a secondary account and believe that their actual account has been deleted/cleared out:

Usually, this occurs when a user creates an Evernote Account using an email address with a typo/misspelling. The user then uses that account for some time and logs out. Then, when they log back in with their correctly spelled email address, they are actually logging into a new account.

Or, the reverse happens and the user creates an Evernote Account using a correctly spelled email address. However, the next time the user logs out/logs in, they have a typo/misspelling in the email address they use to login, and accidentally create a second account.

Double-check and make sure your login credentials are accurate and correctly spelled.

 


5. Is the issue specific to missing images/attachments/snippets in Evernote for Windows, but the content appears everywhere else properly?

If yes, please see this article for extra troubleshooting steps you can take to try and fix the issue:

 

 

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@MALAPPA S B ???

This is not a support forum, and your post is less than clear.

Writing in full sentences instead of a bunch of words would be a good first step.

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Now that Evernote has essentially blocked all access to submitting support tickets for paying customers. Is there ANY way to get ahold of these guys to report a problem?

A phone number? The address of the beach where they bury their heads so as not to hear customer concerns?

I don't want to use a public forum and spend the next week with people misreading my post and asking me if I've tried turning it off and on again.

Trying to access the link suggested above (or any other link that might possibly take me to evernote support) immediately dumps me on a screen that tells me I've been logged off. And any attempt to do anything prompts for login and... immediately logs me off again.

Basically all roads lead to the screen below or just dumps me in Web Evernote.

image.thumb.png.345b32f5163731385822ca862625c5c0.png

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39 minutes ago, Marc B said:

Now that Evernote has essentially blocked all access to submitting support tickets for paying customers. Is there ANY way to get ahold of these guys to report a problem?

I have no problem submitting support tickets

For those having issues, see https://discussion.evernote.com/announcement/72-issues-accessing-evernote-support-channels/

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I have not used it for a while now, but the access works just as before. Only the chat is not available, which is announced when the support page opens.

So probably not reaching support is an individual issue (for paying customers). I would start by really logging out, cleaning the cache of the standard browser (to get rid of any data residue there), then restart the computer and give it a fresh try.

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19 hours ago, PinkElephant said:

I have not used it for a while now, but the access works just as before. Only the chat is not available, which is announced when the support page opens.

So probably not reaching support is an individual issue (for paying customers). I would start by really logging out, cleaning the cache of the standard browser (to get rid of any data residue there), then restart the computer and give it a fresh try.

Thanks PinkElephant, but this issue occurs across all my browsers, Safari, Chrome and both Firefox (which I only began using 2 weeks ago) and MS Edge which I used for the first time on a newly built Win 10 machine. So it appears to be an issue associated with my Evernote account.

Marc

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