Assistance
Report a problem
A tool that doesn't respond, an error message, an unexpected result: write to us. The more complete your message, the faster we can answer.
Vernelys support
The button opens your email client on a message that is already structured. All that's left is to fill it in and attach your screenshots.
Or write directly to support@vernelys.com
What to tell us
The pre-filled email covers these points. If you write from another mailbox, remember to include them.
- Your contact details : name, company and the email address of the Vernelys account concerned, so we can find your environment.
- The tool concerned : platform, Excel, Word or Outlook add-in, with its version (shown in the add-in pane) or your browser.
- The problem : what you were doing, what happened and what you expected.
- The steps to reproduce it : in order, even if they seem obvious to you.
- The error message : copied word for word, or visible on a screenshot.
- The extent : since when the problem has occurred, and whether it affects one computer or the whole team.
Attach screenshots
A screenshot often shows at a glance what a paragraph struggles to describe. Capture the whole screen rather than a detail: the context matters as much as the error. On Windows, Windows + Shift + S; on Mac, Cmd + Shift + 4.
If the problem comes from a sequence of actions, a short screen recording says even more. If a specific file is involved, attach it, or a copy without sensitive data.
Before you write
The answer may already be in the documentation. Also check that your add-ins are up to date: the release notes give the latest version and what it fixes.
How your request is handled
- The support team answers during business hours. Support is provided in French.
- Some requests receive a first answer generated by an AI system. You can ask for a human advisor at any time by saying so in your message.
- If needed, support may temporarily access your environment, solely to handle the request.
What you should never send
No password, no sign-in code. Vernelys will never ask you for them, by email or by phone.
