We aim to make sure our customers have the best experience when they use the system. That’s why we’re here to help if you run into problems, have general questions, or want to share ideas for improvements.
Our support is all about helping you help yourself. We’re happy to share what we know and give you the best tips to reach your goals. If it’s something our customers can handle themselves, we’ll encourage you to do it on your own. In the end, this saves you time and means you’ll need our help less in the future.
At Customers 1st, regular support during our opening hours is free. You’ll find more details about what that covers further down the page.
You can get help and guidance through the following platforms:
Support Center with guides
Chat
Phone
Support opening hours:
Monday - Thursday: 9:00 - 16:00
Friday: 9:00 - 15:00
We also have an emergency phone line to help you out if you run into urgent problems outside our opening hours. Please note, the emergency phone is just for issues that can’t wait until the next business day.
Using the emergency line for problems that aren’t directly related to breakdowns and errors with us will be billed. So, it’s always a good idea to consider if your request can wait.
Are you sitting there wondering how to use a certain feature in the system, or is your printer not working even though you bought it from us?
In our support center you’ll find tons of easy-to-read guides to help you with your questions and problems. So, we definitely recommend checking out our support center for answers before you reach out to our support team.
If you’ve checked out the support center but didn’t find the help or answers you need, don’t hesitate to contact our support through one of the platforms above.
Before you reach out, we just ask you to have done the following:
Restart your equipment: At least your PC. If there's an issue with other gear like printers, please also restart those and check the cables.
Have your customer number ready (you can see it at the top left corner when you're logged in)
Be ready with Teamviewer: Have your ID and password ready so we can connect to you quickly if needed.
Once these 3 things are done, you're ready to contact our support. Thanks for getting prepared before you reach out to us!
We give full support for our system and our integrations to other platforms like accounting software and webshops.
We also provide full support and guidance for equipment and devices bought through us: computers, receipt printers, label printers, barcode scanners, etc.
At Customers 1st, you're welcome to use your own equipment like a computer, printer, or barcode scanner. If you do, it's up to you to make sure it works. Our support team is happy to guide you on how to set it up with the system, but we can't install, troubleshoot, or be responsible for making sure it works as intended.
If a printer can print a test page from your computer and independently from Customers 1st, our support is happy to help you get it printing from the system. If we don't know the printer, there might be setup differences we aren't aware of and can't take responsibility for.
When you start as a new customer at Customers 1st, we help set up print templates based on your specific wishes and needs, and we can also import product and customer data from another platform if you need us to.
If you need to make changes to this later on, it might be considered a paid task going forward. Just reach out to us and we’ll help you with your specific case.
Below you can see examples of paid tasks:
Major change of print templates (after the first time in onboarding)
Import of data (after the first time in onboarding)
- This means that the file we get sent is a compatible .csv file that includes all the columns expected to be imported.
Installation and setup of needed software incl. Printdesk, printer drivers etc. (possibly on a new/extra computer that hasn't been bought from us)
Specific development task (extra features)
Special task (by agreement with support)
