> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/pro/help/support.md).

# Contact support

Support for providers: who helps with which issue, how to classify your customers' requests and what information equipme support needs for fast processing.

As a provider, you are the first point of contact for your Hosted customers. Your customers contact you with questions about orders, deliveries, contracts and activations (see customer guide, "Contact support"). You contact equipme support with questions about the platform itself.

## Who to ask?

| Issue                                                                                                                                    | Contact                                                                                                          |
| ---------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------- |
| Missing permissions or menu items in Pro                                                                                                 | An **administrator** of your company (see [Roles and permissions](/pro/administration/roles-and-permissions.md)) |
| Orders, deliveries, contracts, order authorization or modules of your Hosted customers                                                   | **You** or your team in Pro                                                                                      |
| Enabling modules for your company (e.g. automation, warehouse module) and activating Equipme Operate for your customers, license changes | Your **equipme account manager**                                                                                 |
| Your own email domain for senders, single sign-on                                                                                        | **equipme support**                                                                                              |
| Technical problems, error messages, interfaces, automation connectors                                                                    | **equipme support**                                                                                              |
| Data protection requests                                                                                                                 | **equipme support**                                                                                              |

## equipme support

**Email:** <support@equipme.io>

So that we can help quickly, please provide:

* your **company name** and the **tenant ID** (under "Administration" → "Integrations" → "API key"),
* for questions about a customer, their **name** or **customer number**,
* the affected page or function and, if available, the **ID** (e.g. order number, position, service instance),
* what you did, what you expected and what happened,
* a **screenshot** with the error message,
* the **version number** (in the user menu at the top right),
* for automation: flow name, component and error message from "Insights".

{% hint style="warning" %}
Never send API keys or passwords by email. Support does not need them.
{% endhint %}

{% hint style="info" %}
Many questions are answered directly in the app by the AI assistant behind the **"Help"** button.
{% endhint %}

## Frequently asked questions

**A Hosted customer reports an error in the customer portal. What should I do?**

First check whether there is a business cause, e.g. missing order authorization, an offer that has not been released or missing roles at the customer. If there is a technical error, report it to equipme support with the customer name, a screenshot and a description.

**Can support change settings for my customers?**

You manage customer settings such as modules, order authorization or offers yourself in Pro. Support helps with technical questions and with settings that only equipme can make, e.g. custom domains.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://hub.equipme.io/pro/help/support.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.