I'm having a technical issue with my account. What information do I need to send?

In order to investigate technical issues with your account, please include the following information in your mail:

  • Do you have cookies and Javascript active?
  • Operating system (Windows 7 / Windows 8 / Windows 10 ...)?
  • Browser and version (Edge / Safari / Firefox / Chrome ...)?
  • What Internet connection are you using (Dialup, Broadband, Fibre …)
  • Do you have a firewall installed? If yes, which one?
  • Do you have the most recent version of Flash Player installed? (This will not apply to mobile devices)

The more of a description you add to your query, the better we will be able to help you:

  1. What exactly doesn’t work?
  2. What error messages do you receive and when?

If you send us a message via customer contact form, you can also directly upload a screenshot of the error message or problem you are facing.

If you contact us via phone or live chat, please have the information above available; as well as an accurate description of the error message so that we may assist you.