I need help!

If you encounter a problem that you cannot solve yourself with the help of our Help Center, our service team is available to you directly via the docu bot chat.

The docu bot will help you around the clock with specific answers. If it doesn't know what to do, you can be put through directly to a member of staff.

Tips for fast processing

Describe your request in as much detail as possible. The more precisely you describe your problem, the faster we can help.

Here is an (incomplete) list of details that will help us to help 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 occur?

Add screenshots. Make sure that they are easy to read and in high resolution.

How to reach us in the web app

click on the question mark ? in the top right-hand corner of the black header.
select Need support?. The Messenger will open immediately.
click on Contact support. A chat window will open with our docu bot.
ask your question directly in the chat. Describe your problem as precisely as possible. If possible, include screenshots of error messages and important details.
in the first step, our docu bot will provide you with targeted help immediately and around the clock.
if you have not been helped with the answers from docu bot, click on Connect to an agent to get connected with a member of the service team. Please note that answers from our service team are only provided during the official service hours from Mon-Fri (weekdays) from 09:00 - 17:00 and it can take up to 4 hours for the service team to get back to 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. You will then receive the answers by e-mail or you will see them in the chat window when you open docu tools again. This also works across platforms - so you can also start the conversation in the web version and then continue it on the mobile version.

How to reach us via the app on the tablet

tap on the ? at the top right. A pop-up will open.
select Contact support. The messenger opens.
ask your question directly in the chat. Describe your problem as precisely as possible. If possible, please also add screenshots of error messages and important details.
in the first step, our docu bot will provide you with targeted help immediately and around the clock.
if you have not been helped with the answers from docu bot, click on Connect to an agent to get connected with a member of the service team. Please note that answers from our service team are only provided during the official service hours from Mon-Fri (weekdays) from 09:00 - 17:00 and it can take up to 4 hours for the service team to get back to 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. You will then receive the answers by e-mail or you will see them in the chat window when you open docu tools again. This also works across platforms - so you can also start the conversation in the web version and then continue it on the mobile version.

How to reach us via the app on your smartphone

tap on the ? at the top left. Note: You will only find the ? in the “Projects” view. If you are in a project or pin, please go back to the “Projects” view.
select Contact support. The messenger opens.
ask your question directly in the chat. Describe your problem as precisely as possible. If possible, please also include screenshots of error messages and important details.
in the first step, you will receive immediate and round-the-clock targeted help from our docu bot.
if you have not been helped with the answers from docu bot, click on Connect to an agent to get connected with a member of the service team. Please note that answers from our service team are only provided during the official service hours from Mon-Fri (weekdays) from 09:00 - 17:00 and it can take up to 4 hours for the service team to get back to 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. You will then receive the answers by e-mail or you will see them in the chat window when you open docu tools again. This also works across platforms - so you can also start the conversation in the web version and then continue it on the mobile version.

Availability service team

Our service team is available Monday to Friday from 9:00 to 17:00. If the employee cannot solve your problem immediately (e.g. because the support of a programmer is required for the solution), they will automatically create a ticket for you from the chat. You will then be kept up to date via this ticket.

Ticket overview in the Messenger

In Messenger, you can view all your tickets in the Tickets tab in the footer. You can see the current status of the ticket and the responses from the service team. If you are not online, you will receive an e-mail informing you that a new reply is available. ATTENTION: The answer itself can only be found in the Messenger in the docu tools app! Please do not be confused by the fact that only your original request is displayed in the email text. The next time you open docu tools, please access the Messenger via the ? to call up the ticket and the corresponding answers.