User support

The first level of help is your State's local administrator, who knows your rights and can reset your account. The second level is Secretariat support, reachable by form, e-mail or telephone during working hours.

Regional offices relay requests outside Headquarters hours, in their own time zone.

If the page does not load, try another browser or clear the cache. If the second-factor code is rejected, check the time on your phone, which must be set automatically. If a document cannot be found, check your access rights.

A status page lists current incidents and scheduled maintenance operations, generally outside office hours.

The local administrator can create accounts, assign rights, and suspend or delete a user. He or she is asked to check the list of active accounts for his or her State every quarter, particularly after changes of assignment.

When the focal point changes, the State officially notifies the Secretariat, which transfers the administration rights.

Online introductory sessions, lasting one hour, are offered several times a year to new users. They cover login, document search, submitting a request and the confidentiality rules. An illustrated guide and short videos are available in the help section.

Sessions are recorded and offered on demand in the three languages of the portal.

The portal follows digital accessibility rules. If you encounter a barrier, report it to support: each report is analyzed and dealt with. You may also propose improvements or take part in the user committee.

Satisfaction statistics are published in the activity report, and the quality of the service is assessed every year.