In-app help, support and feedback

Help

Help gathers short questions and answers about every feature, grouped by area (Getting started, Invoices and documents, Quotes and orders, Purchases and so on). Open it from the left column or, on a smartphone, from More.

• The Search the help field finds answers containing all the words you type, for example credit note or backup.
• The area buttons filter the questions; All shows them all.
• Tap a question to open the answer. If the feature is used on a specific page, below it there is Open the feature, which takes you there (only if your role can use it).
• At the bottom, in the Need more? box, you find Guided tour and, for people who can change the settings, Initial setup.

Help for the page you are on

The ? button at the top (Help for this page) opens Help already on the area of the section you are in: from due dates, for example, you immediately see the answers about payments and reminders. The universal search bar also suggests help answers, in the From the help group.

These manuals on the website explain every feature in more detail, step by step.

Writing to support

If something is wrong or you have an idea, write to the Nanus team: a person replies, in the app and by email. On a computer or tablet open Settings → Support and feedback; on a smartphone use the support button at the top, or More → Support and feedback.

1. Under What is it about? choose Error, Problem, Idea or Question.
2. Describe what happened, what you expected or what you want to ask.
3. If useful, tap Attach a screenshot or a photo: Nanus reduces the image before sending it.
4. Check Email for the reply: in the cloud it is already your account email, but you can change it; in the desktop app it is optional.
5. Leave Attach technical details ticked (the page you were on, the device and the screen size) and tap Send to the team.

Replies

• Your conversations are under Your reports, with new replies marked. A red dot on Settings (or on the smartphone support button) tells you the team has replied.
• In the conversation you can reply with Write again and Send. If the team is online, the reply may arrive within minutes.
• For a new topic use New report or question.

The list of reports is saved in the browser you used: you won’t see it from another device, but replies still reach the email you gave. A conversation is deleted after a year without messages.

Common problems

• We can’t reach the Nanus team: there is no internet connection (in the desktop app support needs one). If the problem persists, write to info@nanus.it.
• You sent many messages in a few minutes: wait a few minutes and try again.
• The chosen file is not an image: attach a screenshot or a photo in JPG, PNG or WebP.

See also

• Finding your way: menu, Home, search and shortcuts
• The Nanus guided tour
• What’s new and Nanus updates
• Initial company setup