You have two ways to submit a support request:
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Submit a support request via our support form. We will respond to your request as soon as possible.
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Urgent issue?You can always contact us by phone at +45 7020 1130.
Press 1 for support.
In this article, you can read about:
Create a request in the Support Portal
Choose what your request is about
On the front page of the portal, you can create a support request.
You can choose whether your inquiry concerns:
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Support – if you have questions, improvement suggestions, or experience issues with your current products.
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Order – if you wish to order additional products or features, or have questions about an ongoing order.
Select the form
Next, choose the relevant form.
Under “Support”, select the product your request concerns. You can also choose “Other”.
Under “Order”, select “Submit a order request”.
Fill in the Form
Email Confirmation
Enter the email address of the person(s) who should receive notifications about this request.
Only applies if you are not logged in.
Subject (required)
Write a clear and specific subject line for your issue.- Be as precise as possible — for example: “Material lacks metadata in material view” or “No connection to scanner”
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Avoid vague phrases like “Assist not working.”
Description (required)
Describe your issue in as much detail as possible. For example:
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On which device did the problem occur?
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Where did the error happen (e.g. Material view, Pick list, Shelf revision)?
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What actions did you take before it failed?
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What did you expect to happen?
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Which material failed?
If relevant, please include details of a test patron or test material number. Note that this information may be used to reproduce the issue, meaning that actions such as borrowing, returning, or modifying test materials may be performed depending on the nature of your request.
Note: Never write or attach files containing personal data to your support requests.
Name
Please enter your name.
Phone Number
Provide your phone number.
We may contact you in urgent requests or if clarification is needed regarding your issue.
Library (required)
Enter the name of your library.
This is important, as libraries can have different settings and configurations.
Library System
Select the library system your library uses.
This helps us understand and resolve your issue more quickly.
Attachments
Please attach relevant files or screenshots.
This makes it easier for us to reproduce the issue and respond faster.
Note: Never write or attach files containing personal data to your support requests.
Share With
Choose whether to share your request with your library so your colleagues can view it when logged in.
Only applies if you are logged in.