Getting help after startup

How to get help after startup

This article describes the different ways to get help and support from Acendy after you have started using the platform.

Chat

The chat function is perfect for simple questions and guidance in the control panel. Our agents can handle multiple chats simultaneously, making this the most efficient method to get answers to your questions.

If the nature of the case is complex, our agents can transfer chats to an e-mail thread for further follow-up.

You can find our chat function on all pages under acendy.no, as well as on your control panel.

• On Acendy.no you will find the chat function in the lower right corner.
• In your control panel, you will find the chat function by pressing the 💬 icon in the navigation menu at the top of each page.

E-mail and contact form

E-mail and contact forms are optimal for more demanding cases that cannot be resolved immediately. The advantages of e-mail and contact forms are that our agents get a better overview of the case, and that we can easily see attached documents and any escalations related to the case.

If the nature of the case is complex, please send us an e-mail or use our contact form.

E-mail

You can reach us by sending an e-mail to kundeservice@acendy.no.

For the fastest possible processing time, please include the following in your e-mail.

Subject: A descriptive subject field makes it easier for our agents to sort and organize inquiries.

Content:

1. Describe the question/incident as detailed as possible so that our agents have the best possible conditions to understand what the problem and scope of the case is.
2. Describe the desired outcome of the inquiry, how you would prefer the case to be resolved.
3. Attach documentation that is relevant to the case.

Feel free to attach videos/pictures that highlight the problem/question.

Contact form

You can find several contact forms in our control panel. In the control panel, you can find the contact form by pressing (?) in the navigation menu at the top of each page.

At the bottom of the side menu that opens, you can click on either the ✉️ (general inquiries) or 🐞 (errors, bugs and test pilot) icon.

✉️ :
Report questions: Use this form if you have questions related to reporting.
Invoice questions: Use this form if you have questions regarding invoices you have received from Acendy.
Other inquiries: For other inquiries, please use this form.

🐞:
Report errors: If you experience errors or problems on our platform, it should be reported here.
Test pilot: Join us in influencing the future of Acendy through beta testing of new features.

Phone

Phone is most appropriate for guidance and setup of services and point of sale systems.

If the nature of the case is complex, we recommend contacting us by e-mail/contact form or chat.

You can reach us by phone: 21 98 24 74.

Critical

(Outside ordinary opening hours)

Outside ordinary opening hours, we have an on-call technical team that is on standby to help you with any errors.

If it becomes necessary to contact us outside of opening hours, you can do so by going to our page for critical support.

Here you have a form for problems related to online store and a form for problems related to data box.

Before submitting an inquiry, check status.acendy.no. If the problem is listed there, we are already working on the case. Here you can also subscribe to status updates, then you will receive automatic notification in case of operational problems.