H.E.R.O. Support Network
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  2. HERO Support Customer Portal

HERO Support Customer Portal

Welcome to the HERO Support Customer Portal! From here, you can submit issues, feature requests, or general questions directly to Customer Support at Hero HQ using the options below. To view and track your submissions, use the "Requests" link in the top-right corner. Be sure to review any related knowledge base articles before submitting your issue.

Mobile Application

Request a Feature

Missing an ability you wish you had? Let us know your idea for a new feature and we'll see what we can do about it.

We can't make any promises, but your voice matters, so if you provide us with the intel about your feature request, we'll do what we can to make it happen.

Required fields are marked with an asterisk*

Provide a brief title or name that summarizes your idea (ie. Location Radar to see existing locations on a map)

Describe the issue you are trying to solve and why it matters. Provide as much detail as possible to help us understand the challenge you are facing. Include screenshots, videos, or links that you believe will support your request.

If you had your ideal solution, how would you overcome this challenge? Provide any details that would help us understand your solution.

Please be honest as this helps determine the priority of new development

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