When you contact support

You can solve many problems yourself using the steps in this chapter. If that doesn't work, we're happy to help.

When should you contact us?

• You've tried the steps from A document won't open or keeps loading and a document still won't open.
• A message keeps coming back, even after reloading and in a different browser.
• The message asks you to contact the administrator or the document server administrator. That's us: WebOké manages the Euro-Office server.
• A file stays locked while no one has it open.
• A file is too large to open.
• You've lost work and can't restore it using the version history.

Is it about Office licences, new users, or folder permissions? That's usually arranged by your Nextcloud administrator within your own organisation. See Ordering and assigning Office licences to users and Managing users and groups for Office.

How to reach us

• Log in to My WebOké and go to the Support centre. Choose Submit ticket.
• Or go directly to www.weboke.nl/support.

This helps us help you quickly

• The address of your Nextcloud, for example yourname.webokecloud.nl.
• The name of the file and the folder it's in.
• The exact message, preferably with a screenshot.
• The time it happened.
• Which browser you're using, or whether you're using the program on your computer or the app on your phone.
• What you've already tried, and whether colleagues have the same problem.

Please note: never include your password in a ticket. We don't need it.