What to do before contacting support

Before contacting us, a few simple steps can often resolve the situation right away, and save you valuable time if you do end up needing our help. This page brings together the right reflexes, in order.

Start with the basic checks

The vast majority of blockages clear up with three quick actions. Take the time to try them first; they cover most common cases.

1. Check your internet connection, then fully close the app and reopen it.
2. Make sure you're using the latest version of the app (update available on the App Store for iOS, or by reloading the page on the web).
3. Run a manual sync of your accounts to force a recent update.

Identify the nature of the problem

Knowing which family your issue falls into helps you find the right solution, and describe the situation clearly to us if needed.

Gather the right information

If the problem persists, preparing a few things before writing to us speeds up handling considerably. The more precise your description, the more targeted our answer will be.

• Your <strong>support ID</strong>, visible in your profile: sharing it speeds up handling.
• The platform involved (web or iOS) and the app version.
• A description of what you expected and what happens instead.
• The steps to reproduce the issue, if you know them.
• A screenshot when it's a visual problem.

Choose the right channel

Several entry points exist depending on your need. For a usage question, the Nory assistant often answers right away. For a specific case, the contact form is the most suitable.

See common errorsThe most common messages and how to react to them.