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How to submit a case via the online form

Each case submit via FaceUp is securely encrypted and protected by a unique key known only to the sender.

1. Log in to the form

You can access a form by:

  • Direct link, which your organization will give you
  • QR code, which your organization will give you
  • Via www.app.faceup.com where you enter your organization's access code
  • Via the FaceUp mobile app, where you enter an access code or scan your organization's QR code

2. Create a new case

  1. Click on the Create a case button.
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  2. Choose a Category, to which your case belongs. If your organization has multiple branches, choose your branch in the organizational unit field.
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  3. The recipients of the case will be displayed, and you can edit them if necessary (uncheck the checkbox to remove a person from the list of recipients for your case).
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  4. Specify the content of your case in the field for more information. Describe your case in the provided text field or record your case using the available voice recording button. 
    You can record and submit up to 3 voice messages (each of a maximum length of 15 minutes). You can then replay your recording, delete it, or record a new one.

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  5. In the attachments section you can upload files to complete your case.
    (You can upload up to 20 files with a size of 50 MB. Supported formats are JPG, PNG, PDF, DOC, DOCX, ODT, ODS, XLS, XLSX, TXT, MOV, MP3, MP4, AVI, and WAV.)
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  6. Once you have finished the form and you are sure that you have included everything you wanted, click on the Send button. Before submitting, you can also decide whether to provide your name or remain anonymous.
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  7. After submitting your case, download and safely store document with your Case key. You will need this to continue communicating with your organization.
    On the page that appears after you submit your case, in addition to the case key and case key file, you will also find the option to sign up for email notifications, a summary of the submitted case, and the option to send a message to the recipients of your case. 

 

3. Follow-up communication

  • In the form, click on Check a case and enter your case key. You will see the status of your case and you can continue communicating with your organization.

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  • If your organizations allows it, you can receive updates about your case by email. These notifications will never display the content of your conversations and no-one will see your email address.

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  • In the summary section, you’ll see information about your case.
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  • In the Messages section you can communicate further with your organization.

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