At IEX, we aim to provide a high level of qualified support that meets the expectations for our service.
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To be able to deliver a satisfying support and comply with our response times, all customers are asked to adhere to the guidelines, that are described on this page.

We kindly ask, that all contact with the support is in writing. Phone calls are reserved for urgent support and are billable.

If you've just started a trial period on your integration, we kindly ask you to go through the section How does the integration work? before you contact our support team.

If you have a support question, please write to support via email at [email protected] or via chat.

​Please include a description of the specific issue you encountered, as well as examples of order numbers, product numbers, or other relevant details.

Before contacting support, please try to find answers using the tools provided by IEX.

Example please look in the section Troubleshooting and Help articles or in the log that is found in your IEX dashboard. Often there will be a status, that describes why e.g. an order hasn't been transferred.

Response Time: We strive to respond to all new inquiries within 1-3 business days.

A team at DanDomain handles all support for this free version of the integration between Zettle and DanDomain. Therefore, please contact DanDomain support to get an answer to this question.

A team at Billy handles all support for this free version of the integration between Zettle and Billy. Therefore, please contact Billy support to get an answer to this question.

If possible always send a written inquiry.

Contacting the support team must primarily be in writing via mail or chat. This is to enable IEX to give the most precise answers and document the process.
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It is important to us, that you get a correct and understandable description of the cause of the error, which we can do best in writing. This way we can better help you to avoid the error in the future.

For phone support on the acute support or other telephone lines, the support is billable and will be charged according to our applicable rates.

When you call and you have already contact us by writing, please refer to a ticket number or the email address, that you have contacted us from.

Urgent matters:

We consider all reported support cases as important to resolve as soon as possible. Cases are prioritized in the order, they are received. We maintain an overview of, which cases has been reported and strive to answer all new tickets within 1-3 business days. Cases are not automatically prioritized, when including "Urgent" in the subject field.

Our 2nd line support have deeper insight into the machinery and handle all support questions that cannot be solved in 1st line.

These cases are more complex by nature and can involve development or bug fixes in the code. If your tickets is handed over to a 2nd line supporter, you must expect a longer response time. Of course we always strive to resolve the issue as soon as possible.

All communication with 2nd line support is conducted in writing.

Our support team answers all types of integration-related questions for a wide range of 60+ systems, including webshops, accounting systems, POS, warehouse management systems, subscription systems, acquirers and file import from different formats.

IEX can only answer questions related and handle setups that are directly related to the integration.

As providers of an integration platform, we often get questions, that are specifically related to the different systems. We are happy to answer anything related to the integration. For questions specifically about setting up individual systems, we will refer you to seek support from the system partner, your system vendor, web developer, or your accountant.

IEX handles only tasks directly connected to the integration. This primarily takes place on the IEX platform, and includes minor installations or implementations of the integration in your systems, when a setup of the integration has been ordered.
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You are responsible for ensuring your systems are fully set up and ready for integration. For example, if your webshop products lack product numbers, which are often required for products and/or orders to be created in the accounting system, it is your responsibility to ensure all products have a product number. We will inform you of obvious issues if we encounter them, but we do not conduct a structured review of your systems.

Example: If we are to set up an integration, that support B2B sales, we will setup the integration to prepare it for this. We cannot take responsibility for installing a B2B plugin in your webshop to handle VAT number or other functionalities. Also we cannot advise you on which plugin, you should use, since we do not know about your setup and requirements in the systems. In these cases we refer to your system partner or web developer for further support.