Documentation
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How can we help?

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How to get support

Welcome to the Hornbill Customer Services guide. We’re here to help.

First, it’s important to know whether you have a paid support package in place. Hornbill’s paid-for support packages are the Premier and Custom Concierge success plans. We also offer professional services.

If you have a paid support package in place, such as Premier Success

You can get help in two ways:

To log an incident with the Support team, use Hornbill’s Support form. Here, you will enter your Hornbill instance name and your work email address, and then run an automated check on the status of your instance. Important: Make sure to enter your instance name before entering your email address.

You can report an emergency, an urgent issue, or something that is not working as it should.

For questions of a How do I  nature, visit the Hornbill Community forums to search for information, or create your own topic when you have a question that has not already been answered.

If you do NOT have a paid support package in place

Visit the Hornbill Community forums to search for information, or create your own topic when you have a question that has not already been answered.

Use Hornbill’s Support form to check the status of your Hornbill instance. Here, you will enter your Hornbill instance name and your work email address, and then run an automated check on the status of your instance. Important: Make sure to enter your instance name before entering your email address.

Do you need to raise an Expert Services request?

You can request help from Expert Services in the Success Portal (also known as the Customer Portal).

Do you need to change your password for logging in to the Success Portal?

  1. If necessary, log out of Hornbill.
  2. On the log-in page for the Success Portal, click Forgot Password.
  3. On the Reset Password page, enter your Login ID. (This is likely your email address, but it could be an ID set for you by the Customer Success team.)
  4. Click Submit.

Is your Success Portal account suspended or otherwise inactive?

Email customer.success@hornbill.com.

Do you need to change your password for logging in to Hornbill?

  1. If necessary, log out of Hornbill.
  2. On the log-in page for your Hornbill instance, click Forgot Password.
  3. On the Reset Password page, enter your Login ID. (This is your email address.)
  4. Click Submit.

Are you locked out of your Hornbill instance?

Contact your Hornbill administrator.

Do you need to check the status of Hornbill systems?

Go to https://status.hornbill.com/. You can subscribe to updates by email; scroll to the bottom of the status page and click Subscribe.

Do you have a How do I… question?

To post a question for other Hornbill users and Hornbill staff, visit the Community forums and search on terms related to your query. If you can’t find the answer you need, create a post about your issue or what you are trying to do. Visit Hornbill’s docs site and enter search terms in the search field. Or browse by book title or product name. Visit Hornbill’s Academy and search through the on-demand learning videos. Check out the Hornbill blog.

Do you want to see and manage storage consumption within your Hornbill instance?

You can do this in the Platform Configuration area of Hornbill. See the documentation in the Platform Configuration Guide.

Do you want to update your registered contacts?

Go to the Success Portal. Select Manage My Account and then select the appropriate catalog item to swap a contact, add one, or remove one.

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