Support

Discover how to submit effective support requests at Omnium. This guide will help you understand how to include the right details to get your issue resolved as quickly as possible.

Support Assistance

At Omnium, we're committed to providing timely and efficient support. For urgent matters requiring immediate attention, please contact us by phone. For all other inquiries, we kindly ask you to submit your request via our help form.

Urgent Matters?

If you have an urgent issue, don’t hesitate to contact us. Our team is ready to assist you promptly.

+47 22 12 01 01

Creating a Support Request

General Inquiries

For non-urgent questions or requests, please submit your inquiry using our online help form. Our team will respond to your request as soon as possible.

Submit a request through our help form

Support Request Guidelines

One support ticket = One issue

For multiple issues, please submit separate requests for each one, following the guidelines below for each.
If your issue is complex, you may request a meeting with our support staff for further assistance.
Please refrain from replying to closed tickets. Open a new request for ongoing or related issues.

Required Information

A concise and clear subject line
Your tenant name (or company name) and environment (e.g., Acme Inc, Test environment)
A detailed description of the issue
A step-by-step guide on how to recreate the issue
Any relevant IDs (e.g., order IDs, customer IDs)

Recommended Information

Screenshots with full context
URL if the UI is failing
URL, CURL, or API request if the API is failing
Any other relevant details

Additional Guidelines

Do not add support addresses from other organizations to the request. Support systems do not interact well with each other.

A Good Support Request Sample

Subject: Payments with Payment Provider AwesomePayment keeps failing
Attachment: full_screen_shot.jpg
 
Hi,
 
We are trying to set up the payment provider AwesomePayment for Customer ACME Inc in the TEST environment.
We are encountering errors with orders: "Response code: 500, capture is not possible," when changing the order status from "In Progress" to "Completed."
Please investigate order 123456, as shown in the attached screenshot.
 
Best regards,  
John Developer  
Senior Consultant  
Partner XYZ