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Help Center
Hours of operation

Mon - Fri: 09:00 - 17:00 CET

  1. Help Center
  2. ieffects Service Desk

Report a bug

Required fields are marked with an asterisk*
Normal

Set severity according to https://ieffects.atlassian.net/wiki/spaces/ID/pages/3018686498/Severity+Levels+in+Service+Desk

Add the steps to reproduce the issue. If relevant, please provide the username and password the affected user.

Add information about the device type (iPhone, iPad, Android Phone etc.) and the OS version

Add the version of the App. To find the version, open the App, go to the Account Tab and scroll down.

Drag and drop files, paste screenshots, or browse

Add screenshot or screen recordings

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