If you encounter a problem that you cannot solve on your own using our Help Center, our Service Team is available directly through the docu bot chat.
The docu bot provides targeted answers around the clock. If it can't help, you can connect directly with a staff member.
Tips for Quick Processing
Describe your issue as detailed as possible. The more precisely you describe your problem, the faster we can help.
Here is an (incomplete) List of details that help us assist you more quickly: * In which Project did the error occur? * What is the Pin number? * Which Plan is affected? * Which report template are you using? * What is the error message (screenshot!)? * At which step did the error message appear?
Add screenshots. Make sure they are readable and in high resolution.
How to Reach Us in the Web App
Click on the question mark
?at the top right in the black header.Choose
Need help?. The messenger opens immediately.Click on
Contact support. A chat window with our docu bot will open.Ask your question directly in the chat. Describe your problem as accurately as possible. If possible, also add screenshots of error messages and important details.
In the first step, you will receive targeted help from our docu bot immediately and around the clock.
If the answers from docu bot do not resolve your issue, Click on
Connect with a staff member. Please note that responses from our Service Team are only available during official service hours from Mon-Fri (weekdays) from 09:00 – 17:00 and it may take up to 4 hours for the Service Team to contact you during this period. As long as you are online, you will receive the answer in the chat window. However, you can also close docu tools. Then you will receive the answers by email or you will see them in the chat window when you reopen docu tools. This also works across platforms – you can start the conversation in the Web version and then continue on the mobile version.
How to Reach Us via the Tablet App
Tap on the
?at the top right. A Pop-up will open.Choose
Contact support. The messenger opens.Ask your question directly in the chat. Describe your problem as accurately as possible. Please also add screenshots of error messages and important details if possible.
In the first step, you will receive targeted help from our docu bot immediately and around the clock.
If the answers from docu bot do not resolve your issue, Click on
Connect with a staff member. Please note that responses from our Service Team are only available during official service hours from Mon-Fri (weekdays) from 09:00 – 17:00 and it may take up to 4 hours for the Service Team to contact you during this period. As long as you are online, you will receive the answer in the chat window. However, you can also close docu tools. Then you will receive the answers by email or you will see them in the chat window when you reopen docu tools. This also works across platforms – you can start the conversation in the Web version and then continue on the mobile version.
How to Reach Us via the Smartphone App
Tap on the
?at the top left. Note: You will find the?only in the "Projects" view. If you are in a Project or Pin, please return to the "Projects" view.Choose
Contact support. The messenger opens.Ask your question directly in the chat. Describe your problem as accurately as possible. Please also add screenshots of error messages and important details if possible.
In the first step, you will receive targeted help from our docu bot immediately and around the clock.
If the answers from docu bot do not resolve your issue, Click on
Connect with a staff member. Please note that responses from our Service Team are only available during official service hours from Mon-Fri (weekdays) from 09:00 – 17:00 and it may take up to 4 hours for the Service Team to contact you during this period. As long as you are online, you will receive the answer in the chat window. However, you can also close docu tools. Then you will receive the answers by email or you will see them in the chat window when you reopen docu tools. This also works across platforms – you can start the conversation in the Web version and then continue on the mobile version.
Service Team Availability
Our Service Team is available Monday to Friday from 9:00 to 17:00. If the staff member cannot solve your problem immediately (e.g., because the support of a programmer is needed for the solution), they will automatically create a ticket for you from the chat. You will be kept informed about this ticket.
Ticket Overview in Messenger
In the messenger, you can view all your tickets under the Tickets tab in the footer. You can see the current Status of the ticket and the responses from the Service Team. Again, if you are not online, you will receive a notification by email that a new response is available. ATTENTION: The response itself is only found in the messenger in the docu tools app! Please do not be confused by the fact that the email text only shows your original request. When you open docu tools next time, please enter the messenger via the ? to access the ticket and the corresponding responses.