Support
How can we help?
A question about one of our apps, or about your Odoo: find the answer below or write to us.
Apps
Our apps for Mac, iPhone and iPad
- Check the questions below first: most answers are there.
- When you write, tell us the app, your device and its iOS or macOS version.
- A screenshot of the problem helps a lot.
Clients
Odoo support
- Write to helpdesk@decodr.tech from your work address: every email opens a ticket and you get an acknowledgement.
- Support hours: Monday to Friday, 9:00 to 18:00 (Paris time).
- Your projects, tasks and hours are on your client portal: the link is in each quarterly statement.
- For a new project or a quote, use the project form.
- Service levels and how a request is handled: standard support.
- Need shorter service levels?
- What is a critical failure? See standard support
Apps
Frequent questions
How do I restore a purchase on a new device?
Sign in with the same Apple Account, open the app settings and tap Restore purchases. Your purchase or subscription comes back at no cost.
How do I cancel a subscription?
Subscriptions are managed by Apple, in Settings, your name, Subscriptions. Cancel at least 24 hours before the end of the period to avoid the renewal.
How do I get a refund?
Payments go through Apple, so refunds too: request one on reportaproblem.apple.com.
Disk Usage: why does the iPhone app need a Mac?
The iPhone app shows the disks of your Macs, synced by Disk Usage on the Mac through iCloud. It does not measure the iPhone's own storage. Open Disk Usage on the Mac with the same Apple Account and wait a few minutes.
Ping Network Scanner: I bought "Remove Ads" before. Do I get Pro?
Yes. Restore your purchase in the app and Ping Pro is yours.
Ping Network Scanner: why does the LAN scan find nothing?
iOS needs your permission to reach the local network. Allow it in Settings, Privacy and Security, Local Network, Ping Network Scanner, and stay on Wi-Fi.
MergePDF: a Word or Excel file cannot be added.
Office files are converted on your device. If one fails, export it as PDF from its own app, then add the PDF.
Where is the privacy policy of each app?
On its own page: Disk Usage, Ping Network Scanner, MergePDF, FXViewRate.
Contact support
Still need help?
Send us your question and we will reply by email.
helpdesk@decodr.tech