Troubleshooting

Find your problem below. If the answer doesn't help, open a case under Hjælp og support ("Help and support") in the profile menu, or call +45 53 66 50 50. See Help and support.

If an error message shows a reference (for example K7Q2-9XMD), send it to support. See Errors and references.

Email won't connect, or new emails aren't coming inCopy Anchor Link

Go to Forbindelser → Mail ("Connections → Mail"), and check the status next to the account.

• Fejl ("Error") with Forbind igen ("Reconnect") — access to Google or Microsoft has expired, or permission to read emails is missing. Press Forbind igen ("Reconnect") and approve all permissions with Google or Microsoft.
• Fejl ("Error") with Ret login ("Fix login") — the mail server rejected the username or password. If you've changed your email password, enter the new one here.
• Mailserveren kunne ikke findes ("The mail server couldn't be found") or afviste forbindelsen ("refused the connection") — check the server, port and encryption. Your email provider can give you these details.
• Sat på pause ("Paused") — open the three dots next to the account and choose Genoptag ("Resume").
• Venter på første hentning ("Waiting for first fetch") — the account was just connected. The first fetch happens within a few minutes. You can press Hent nu ("Fetch now") under the three dots.

If you can't add more accounts, all the inboxes on your plan are in use. See Connect your email.

Noa answers wronglyCopy Anchor Link

1. On the Noa page, press Forkert ("Wrong", thumbs down) next to what she did.
2. Under Hvad skulle hun have gjort? ("What should she have done?"), write what's correct, for example "We're closed on Mondays, including public holidays".
3. Press Gem — hun bruger det næste gang ("Save — she'll use it next time"). The correction now appears under Hvad hun lærte ("What she learned").

If you're a team member, the button is called Gem rettelsen ("Save the correction"). The correction is saved with the case, and an administrator needs to add it before Noa uses it.

If she's missing knowledge entirely — prices, opening hours, delivery — add it to the knowledge base. See Teach Noa about your business.

If Noa isn't writing any drafts at all, check your credits under Plan og forbrug ("Plan and usage"). When they're used up, inquiries still come in, but Noa pauses drafts until credits reset in the next period.

The form on your website isn't deliveringCopy Anchor Link

Go to Opsætning → Kilder ("Setup → Sources") and find the form or widget.

• Is the source paused? Then the menu next to it shows Genoptag ("Resume"). Press it.
• Is the code in the right place? The code must be on the page just before </body>. Reload the page and send a test. It should show up in the inbox within a few seconds.
• Allowed domains. If domains are listed for the source, it only works from those. Check that your website is included.
• Is the account paused? See the next section.

See Form on your website and Widget.

The payment didn't go through, or the account is pausedCopy Anchor Link

If it says "Betalingen gik ikke igennem" ("The payment didn't go through") at the top of the app, you still have full access, including Noa Voice. An administrator presses Opdater kort ("Update card") and fixes the card with Stripe. Stripe tries again for about 2 weeks, and administrators get emails along the way. If it still fails, the account is paused.

If the account is paused, you see a page instead of the app. Nothing is deleted. The page tells you what to do:

• Prøveperioden er slut ("The trial has ended") — choose a plan.
• Kontoen er sat på pause ("The account is paused") — update the card. The account opens as soon as the payment has gone through. Meanwhile, Noa only takes messages on the phone.
• Abonnementet er stoppet ("The subscription has stopped") — press Start … igen ("Start … again"), or choose another plan.

See Plan and usage.

Only an administrator can choose a plan and update the card. If you're a team member, ask an administrator to log in.

I can't log in, or the code didn't arriveCopy Anchor Link

• Wrong email or password — check the spelling, or press Glemt adgangskode? ("Forgot password?"). The link works for 1 hour.
• The code didn't arrive — check your spam or promotions folder. After 30 seconds you can press Send ny kode ("Send new code"). The code is valid for 10 minutes.
• You've asked for too many codes — wait a little and try again.
• Wrong code — it shows how many attempts you have left. After too many wrong attempts, you have to start over.
• Your account has been deactivated — contact an administrator in your business.
• No access to your email — log in with a passkey, Google or Apple if you've set one up. Otherwise, an administrator can help.

See Login and security.

The invitation link has expiredCopy Anchor Link

An invitation link works for 24 hours. If it says Invitationen er ugyldig eller udløbet ("The invitation is invalid or has expired"), ask the person who invited you for a new one. The administrator finds you on Team, where it says Linket er udløbet ("The link has expired"), and presses Send igen ("Send again").

The activation link from your purchase on telenoa.com works for 7 days. If it has expired, email info@telenoa.com.

See alsoCopy Anchor Link

• Help and support
• Connect your email
• Login and security