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Contact Support

Need help? Here's how to get in touch with the Zeno team.

Before contacting support​

Save time by checking these resources first:

1. Search the documentation​

Use the search bar at the top of this page. Most common questions are answered here.

2. Check the FAQ​

See Frequently Asked Questions for quick answers to common issues.

3. Look for the "?" icon​

In the Zeno app, click the "?" icon next to features for context-specific help.

4. Review error messages​

Error messages often include specific guidance on what to do next.

→ Errors & Troubleshooting

How to contact us​

Email support​

Email: support@zeno-cy.com

Response time:

  • Business hours (Mon-Fri, 9am-6pm CET): Within 4 hours
  • Outside business hours: Within 24 hours
  • Weekends: Within 48 hours

Best for:

  • Technical issues
  • Account problems
  • Billing questions
  • Feature requests

In-app chat (coming soon)​

Live chat will be available directly in the Zeno app for quick questions.

Emergency support​

For critical issues affecting your business: Email: urgent@zeno-cy.com

What qualifies as critical:

  • Complete loss of access to your workspace
  • Data integrity issues
  • Security concerns
  • Billing errors preventing access

Response time: Within 1 hour during business hours

What to include in your message​

Help us help you faster by including:

1. Clear description​

Explain what you were trying to do and what happened instead.

Good example: "I tried to upload a PDF invoice, but I got an 'Upload failed' error. The file is 2MB and in PDF format."

Not helpful: "It doesn't work."

2. Steps to reproduce​

If it's a bug, tell us how to recreate the problem:

  1. What you clicked
  2. What you entered
  3. What happened

3. Error messages​

Copy the exact error message if you see one. Screenshots help too.

4. Your environment​

  • Browser (Chrome, Firefox, Safari, Edge)
  • Operating system (Windows, Mac, Linux)
  • Zeno plan (Free trial, Starter, Professional, Enterprise)

5. Account information​

  • Your email address
  • Company name (if applicable)
  • Approximate date/time the issue occurred

6. What you've tried​

Tell us what troubleshooting steps you've already taken. This helps us avoid suggesting things you've already tried.

What NOT to include​

For security reasons, never send:

  • Your password
  • API keys or tokens
  • Full bank statements
  • Sensitive financial data

If we need to see specific data to help you, we'll ask for it securely.

Response expectations​

What we'll do​

  1. Acknowledge your message within the response time
  2. Ask questions if we need more information
  3. Provide solutions or workarounds
  4. Follow up to make sure the issue is resolved

What we won't do​

  • Provide financial, tax, or legal advice
  • Make changes to your data without your explicit permission
  • Share your information with third parties

Feature requests​

Have an idea for improving Zeno?

Email: feedback@zeno-cy.com

What to include:

  • What feature you'd like to see
  • Why it would be useful
  • How you'd use it

We read every suggestion, though we can't implement everything. Popular requests are prioritized.

Bug reports​

Found a bug?

Email: bugs@zeno-cy.com

What to include:

  • Detailed steps to reproduce
  • Expected behavior vs. actual behavior
  • Screenshots or screen recordings if possible
  • Browser console errors (if you know how to access them)

Documentation feedback​

Found an error in this documentation? Something unclear?

Email: docs@zeno-cy.com

What to include:

  • Link to the page
  • What's wrong or unclear
  • Suggestion for improvement (optional)

Social media​

Follow us for updates, tips, and announcements:

  • Twitter/X: @ZenoCY (coming soon)
  • LinkedIn: Zeno CY (coming soon)

Note: For support issues, please use email. Social media messages may not be monitored regularly.

Office hours​

Business hours: Monday-Friday, 9:00 AM - 6:00 PM Central European Time (CET)

Holidays: We're closed on major European holidays. Check our status page for specific dates.

Service status​

Check if Zeno is experiencing issues: Status page: status.zeno-cy.com (coming soon)

If there's a known outage, it will be posted there with updates.

Privacy​

When you contact support:

  • We collect only the information you provide
  • We use it only to help resolve your issue
  • We don't share it with third parties
  • We keep support conversations for quality and training purposes

→ Data Handling

Escalation​

If you're not satisfied with the support response:

  1. Reply to the support email and ask for escalation
  2. Include "ESCALATE" in the subject line
  3. Explain why you need escalation

A senior support team member will review your case within 24 hours.

Enterprise support​

Enterprise customers get:

  • Dedicated support contact
  • Priority response times
  • Phone support option
  • Quarterly business reviews

Contact sales@zeno-cy.com to learn more about Enterprise plans.

Thank you​

We're here to help. Don't hesitate to reach out if you need assistance.

The Zeno Team