Help with Alpha software and engagements.
One address, answered by the people who built the thing you are using. Below is how to reach us and what to send, so the first reply is a fix rather than four more questions.
Write in plain language. You do not need an account, a ticket number, or a portal login to get help.
- Alpha Data Bridge, the Excel add-in that moves a model into the database
- The browser portal for reviewing deals that have been pushed
- Power BI reports and dashboards Alpha built for you
- Alpha CRE course access and the starter kit
- Work in flight on a live consulting engagement
Reporting a problem with the Excel add-in
Alpha Data Bridge is the add-in that connects an underwriting workbook to the database. If it will not load, will not sign in, or a push fails, send the six items below in one email. Most add-in problems are one of a small number of things, and this list is what separates them.
- 01
Which Excel
Excel on the web, Excel on Windows, or Excel on Mac. On desktop, the version line from File, then Account, then About Excel.
- 02
How the add-in got there
Deployed by your IT team through Microsoft 365 Integrated Apps, or uploaded by you from a manifest file.
- 03
The kit version
If your workbook has a Cover tab with a version stamp on it, copy that line exactly. It tells us which pinned snapshot you are on.
- 04
What you did, and what it said
The button you pressed and the message the task pane returned, word for word. A screenshot of the pane is better than a summary of it.
- 05
When, and on what
The deal name shown in the pane, roughly what time you tried, and your time zone.
- 06
The address you sign in with
So we can find the session. Never send a password. Alpha will not ask you for one, and no one from Alpha will ever ask you to share your screen to type it.
Do not attach deal data
Rent rolls, operating statements, tenant names, and anything carrying personal information are not needed to debug an add-in problem, and we would rather not receive them. A screenshot with the figures blurred tells us everything a full workbook would.
Two routes to the same inbox
Everything goes to support@alphacre.io. Naming which of these you are gets it to the right person faster.
Consulting clients
Deliverables in flight, underwriting questions, data infrastructure, dashboards, and anything Alpha built for your firm.
Put your firm name and the deal or engagement in the subject line. If it concerns a specific deliverable, say which version you are looking at.
Apprenticeship students
Course access, sign-in trouble, starter kit downloads, and any step in a lesson that does not behave the way the lesson says it will.
Write from the address you enrolled with, and name the stage, the module, and the step you were on when it went wrong.
For IT and Microsoft 365 administrators
If you are evaluating Alpha Data Bridge before allowing it into your tenant, three things are worth having up front.
- The add-in is a task pane that runs inside Excel and talks over HTTPS on port 443. It does not require open database ports, VPN or tunnel software, local certificates, or any software installation on the machine.
- Two independent gates control it. Whether the add-in can load at all is your decision, set by your Microsoft 365 policy and your admins. Whether a signed-in user can see any data is set by Alpha's authentication and row-level security. Deploying the add-in grants no data access by itself.
- A user with the add-in loaded and no account sees a sign-in screen and nothing else.
What the add-in reads from a workbook, what it transmits, where that is stored, and how to have it deleted are set out in our privacy policy.
For the deployment brief, the endpoint list, and the manifest, write to support@alphacre.io with "IT review" in the subject line.
Reporting a security concern
Email support@alphacre.io with "Security" in the subject line. Describe what you found and how to reproduce it. We will confirm receipt and tell you what we are doing about it.