How to ask support for help and what information to send

Ask support for help when the on-screen message and the portal article do not solve the problem. A request with the copied message, the document and what you were doing is usually solved without back-and-forth messages.

Before asking

1. Read the message to the end and search for a sentence from it in the portal: How to read a system message and find the solution.
2. If the message tells you to ask another profile (“Only the Fiscal officer can…”, “Ask the administrator…”), talk to that person in the company first. Support does not grant profiles: the administrator of your database does.
3. If the question is a legal one (which VAT reason to use, which deadline applies), talk to the company's certified accountant. Support explains the program; it does not decide the tax question.

When to contact support

• The portal article says, in When to contact support, that it is your case.
• A technical error appears, in English or with a list of program lines.
• The screen does something different from what the portal article describes.
• A certified document or a series is left in a state that no article explains.

How

• Through the portal: Support, in the top bar, or Questions? Contact us, in the footer. Both open an email message to fiscaldoo@fiscaldoo.pt.
• If fiscaldoo was installed for you by a partner, you can talk to them first, as they know your installation.

In fiscaldoo, the Help option in your user menu (top right corner) opens an Odoo page, not fiscaldoo support. Do not use it to ask for help.

What information to send

• The full text of the message, copied from the screen. In the No access window, click Show technical detail and copy that text too.
• The document or the record: the number (for example FT D26/12), the series, the period (2026/9) or the batch name.
• The company you were working in (the name in the top right corner).
• Your profile (for example Billing or Accountant) and what you were trying to do, step by step.
• The date and approximate time, so support can find the operation in the logs.
• Whether it always happens or only once, and whether it also happens to a colleague.

What never to send

• Passwords, yours or a colleague's, or the credentials for the Tax and Customs Authority (AT) or the banks. They are not needed to analyse a problem.
• Files with employees' personal data (payslips, health data) without need: describe the case by the document or batch number.
• A photo of the screen instead of the message text. A screenshot can go along with the text, cropped to the area of the problem.

After asking

Do not repeat the operation that failed while you wait, especially if it issues, cancels or communicates documents: each repetition may create a new record. Keep support's reply with the document concerned.