Tell us about it and we will look into it
Pick what it is about and we will tell you exactly what to include. This is not bureaucracy: a bug reported without the screen and the browser costs three emails back and forth before anyone can look at it. With the list in front of you, one.
It may already be answered
The help centre has the questions that reach us most often, with the place where each one gets fixed. If yours is there, you solve it now rather than in a day's time.
What is yours about?
Each one is handled by whoever knows about it. Pick the closest match; if you are not sure, write to whichever you like and we will pass it on.
I do not know how to do something
You know what you want to achieve but you cannot find the way in. Membership fees, a corrective invoice, modelo 303, bringing your data over from another program.
- What you are trying to achieve, not which button you are looking for
- Which screen you are on
- The email address you log in to the program with
Something is broken
A screen that goes blank, a total that does not add up, a PDF that will not download, an error in red. Things that ought to work and do not.
- What you were doing, what you expected to happen and what happened
- The screen's address (copy it from the browser bar)
- A screenshot, if something looks odd
- Which browser you use and on what device
- The email address you log in with
Something is missing
The program does not do something you need. A modelo, a report, a field, an integration. This is not a complaint: it is where half of what we build comes from.
- What you need to do
- How you handle it today without Cairos: a spreadsheet, another program, by hand
- How often it happens to you
My subscription or my invoice
Changing plan, cancelling, a charge you do not recognise, your tax details on our invoices, the VAT on your subscription.
- The email address you log in to the program with
- The CIF or NIF the account is registered under
- The invoice number, if it is about a particular one
Pricing, plans or migration
Before you subscribe: which plan you need, whether Cairos does what you do, what it costs in your case, or how to bring over what you have in another program.
- What you do and what legal structure you have
- How many invoices a month and how many people will use it
- Which program you are coming from, if you are coming from one
Something on this website
A broken link, a page that will not load, a figure you think is wrong. Wrong figures interest us particularly: this site talks about deadlines and regulations, and we do not want to get them wrong.
- The page address
- What you saw and what you expected to see
- Which browser you use
It all arrives in the same place, and that is fine
Right now messages for every team arrive at hola@cairos.es, with the subject line tagged — [Errores], [Facturación] — so they can be sorted. There are few of us, and we would rather have one inbox that gets read in full than six that get read halfway.
Two channels that are not support
They are not competing with the ones above, but they have to exist and they have to be findable when someone goes looking.
Data protection
Access, rectification, erasure, portability and your other rights over your data. And any question about what we store and why.
hola@cairos.es
· subject line [Protección de datos] · reply: one month, as the law requires
Reporting a security flaw
If you have found a vulnerability, tell us about it before making it public and we will fix it. We do not go after anyone who reports in good faith.
hola@cairos.es
· subject line [Seguridad] · reply: same working day
What people ask about support
If you do not know who to write to, write anyway
We would rather have an email sent to the wrong place than a problem nobody tells us about. Everything arrives at hola@cairos.es, and we put it where it belongs.