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Email support@hebno.com and the Hebno team will reply. If your organisation has a shared channel with us, use that instead so your team can follow the thread.

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What to include

A report with these details usually gets a fix on the first reply.
  • What you were doing, and what happened instead.
  • The organisation, and the project if the problem is specific to one.
  • The approximate time, in your time zone, so we can match it to our records.
  • The integration involved, if any, and the error message shown.
  • A screenshot, if the problem is visual.
Do not send client documents or credentials. We can almost always diagnose a problem without them, and we will ask if we need more.

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Before you write

Many issues have a documented answer.

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Office add-ins

For a task pane that will not open or repeatedly requires you to sign in, follow the steps under Office add-ins in Troubleshooting. If it still fails, tell us which application and version you use, and whether you are on Windows, Mac or the web.

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Requests only support can handle

Email us for:
  • Confirming your organisation’s data residency region.
  • Claiming an email domain that another organisation has registered.
  • Changing the email address on an account.
  • A data processing agreement, security questionnaire or subprocessor list.
  • Contract and commercial questions.

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Security reports

Report a suspected vulnerability or a security incident to security@hebno.com. For how Hebno protects data, read the Security overview. The privacy policy and data processing agreement are at hebno.com/privacy and hebno.com/dpa.

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Next steps