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Frequent questions
Technical Support
1| How can I activate PaperOffice PLUS?
Visit https://shop-en.paperoffice.com to activate PaperOffice PLUS or contact the PaperOffice support team directly on +44 20 39361675
2| We need support for something other than PaperOffice
You need PaperOffice SLA to get support by phone and Teamviewer for third party software or general IT questions about software / hardware / network.
3| We need on-site support.
Due to the current COVID19 restrictions, all support services are provided exclusively by phone and Teamviewer. If you still need someone on-site, please contact our team.
4| We do not want a supporter to connect to our system.
Our supporters will not be able to help you efficiently without accessing the Teamviewer. For data protection reasons, all sessions are archived according to GDPR and you can request a download link from the supporter immediately after the session.
5| We would like to receive personal support, but do not activate PaperOffice PLUS
It is possible that services are charged individually via SLA Level 1 conditions, provided that you have PaperOffice licenses (from version 2018) but no active PaperOffice PLUS. Please contact our team about this.
6| We require an NDA (non-disclosure agreement)
All topics, documents, information and data discussed with PaperOffice are anyway subject to the GDPR and highest internal confidentiality. We never share information with third parties except with our PaperOffice partners if you explicitly agree. Please contact our team if you still need a NDA.
7| We require a written response to our questions.
Written support via email or Skype is only available with an active PaperOffice SLA. Just get in touch with your direct contact person.
8| We want personal support but at no cost.
To get personal support you need PaperOffice PLUS. You can find more details under point 1|
Ask our team about the PaperOffice Influencer Program to get PaperOffice PLUS permanently for free.
9| We have already purchased and now need help
Each new license comes with PaperOffice PLUS for 6 months from purchase. Your personal contact will be happy to help you at any time. You have received these documents by email after purchase.
10| We do not receive automatic updates or new versions
You will receive all release updates and new versions automatically when PaperOffice PLUS is active. If the automatic update program does not update automatically, disconnect from the database, uninstall the current version and then install the latest version.
Technical Support

PaperOffice HelpDesk

Find answers to your questions in the PaperOffice HelpDesk. If you can't find a solution in the HelpDesk, you can suggest a new topic to be added to the HelpDesk. To the PaperOffice HelpDesk

At PaperOffice you receive unlimited personal support either by phone, team viewer or by email depending on the active support type

What is your PaperOffice user account?

Reactivate PaperOffice PLUS (Recommended)

You will only receive personal support with PaperOffice PLUS activated, so be sure to keep it activated at all times.

Contact your administrator if you want to know if PaperOffice is active.

Use a different user account

Each user account has a monthly free support unit. If you have other user accounts, you can use them for this.

Wait until next month

Each user account has a monthly free support unit. This support unit is renewed on the first of every month.

Activate PaperOffice SLA

With an activated PaperOffice SLA you get unlimited monthly access to PaperOffice supporters or PaperOffice consultants and much more.

PaperOffice HelpDesk

Find answers to your questions in the PaperOffice HelpDesk. If you can't find a solution in the HelpDesk, you can suggest a new topic to be added to the HelpDesk.

Please note that the HelpDesk does not provide support. Personal support is available only when PaperOffice PLUS is active.

Submit appointment request

You can send in your proposed appointment and our support team will contact you by phone at the exact time. If the appointment is not possible you will receive a notification with an alternative date.

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* Use of PaperOffice®, PaperOffice® API, PaperOffice® Online API or PaperOffice® components in third-party software

PaperOffice is a professional product / solution / ecosystem, which is primarily aimed at commercial users with more than 3 to 80 workstations.
PaperOffice can also be used privately and with fewer workstations without any problems if it corresponds to your price-performance ratio. To use PaperOffice on more than 80 workstations, PaperOffice CUSTOM should be used. We recommend, especially for professional use, to keep PaperOffice PLUS active at all times, which is associated with additional costs. Due to external influences, such as Windows updates, updates of other installed software, which system components change, etc., without an active PaperOffice PLUS, no guarantee is given for perfect function. Each PaperOffice license includes PaperOffice PLUS for 6 months, this is not automatically extended by PaperOffice and can, optionally, be booked after it has expired. All licenses purchased in the PaperOffice online shop have a 30-day right of withdrawal, i.e. you can withdraw from the purchase at any time as long as no payment has been made and the license has thus been activated and no services have yet been used. Time quotas for advice, presentation and support without active PaperOffice PLUS are limited in time and are decided by the PaperOffice team individually and based on experience.
PaperOffice delivers online license orders risk-free without prepayment on open account and does not charge VAT.
© Copyright 2002-2021 PaperOffice Limited Europe, All rights reserved
PaperOffice®, PaperOffice Paperless Office®, PaperOffice Digital Office® and the PaperOffice logo are registered trademarks of PaperOffice Limited Europe in Europe and/or other countries

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