How do I report an issue or ask a question?

If you are experiencing issues with the platform, need assistance or have questions around the functionality of the product - you can submit a request to our Support Team. To do so, please follow the steps described below.

Press this link and enter the information as below:

• Your email address
• The subject line of your request
• Choose the product your request relates to (i.e. Avinode, Paynode, SchedAero/Trip Manager or multiple). 
• Describe your issue with as much detail as possible.
• Attach any related documents/screenshots/photos that can help our team troubleshoot your request.

When describing an issue, please include as much of the following as possible:

1. What is the expected behavior that is not occurring?
2. On which platform are you experiencing the issue? 
   • Mobile application?
   • Web application (which web browser)?
   • Both?
3. Who else is experiencing this issue?
   • One user
   • Multiple users within your department
4. What steps have you taken to lead up to the issue?

Lastly, press Submit at the bottom of the form! Our Support Team will get back to you within business hours - Monday to Friday from 8 am to 8 pm CET. If your request is related to billing or your membership, please reach out directly to your assigned Account Manager. If you are unsure who your assigned Account Manager is, go to your home page in Avinode and you will see their name and contact details on the right-hand side of your screen.