Get help and contact IDup

If you are stuck, search the help centre first. If you do not find the answer, send IDup a ticket from the same place.

Step by step

1. Open Help & Support and search the Help Center.
2. Select Ticket to IDup if you need more help. The page shows the usual reply time for your plan.
3. Choose the topic: Billing & subscription, Technical problem, Question about usage, Request / idea or Account & access.
4. Write a short subject and describe what you expected and what happened. While you type, matching help articles appear. Select This helped and no ticket is created, or Continue with ticket.
5. Choose the urgency. The page explains each level, from Question, no rush to Work not possible.
6. Add files if useful: up to 5 files of 10 MB each. You can paste a screenshot with Ctrl+V.
7. Select Send ticket. You see your ticket number.

What is sent automatically

IDup adds your company, your user, the page you came from, your browser or app version and your language. This helps the team to answer faster. Select Details to see it in plain words. Form contents are never included.

After sending

• The reply comes by e-mail and, in the app, as a push message.
• Open Help & Support → My tickets to IDup to follow the status and to rate the help when a ticket is closed.
• As an administrator you see all tickets of your company.

For tickets from your own customers, see Support tickets.