Common questions

We understand that you may have some questions as you start using our software. Here are some of the most common questions we receive, along with their answers.

How do I create an account?

To create an account, simply click on the 'Try for free' button on our homepage and fill in the required information. Once you've submitted the form, you'll receive a confirmation email. Click the link in this email to verify your account, and you'll be all set!

How do I reset my password?

If you've forgotten your password, click on the 'Forgot Password' link on the login page. Enter your email address and we'll send you a link to reset your password. Click on this link and follow the instructions to create a new password.

Pricing questions

What counts as an "active" user?

Active users can respond to customers directly. If this permission isn't activated, then the user is considered "Passive" and won't be charged for a seat. This means you can invite your whole team to access and collaborate on support issues at no extra cost.

How many passive users can I invite?

There are no restrictions in the number of passive users. You can invite your whole team to collaborate on support issues at no extra cost ✨

Will we be charged automatically once trial is up?

No. We don't ask for your credit card up front, so you'll only be charged when you decide you’re ready. No surprises.

Do I need to sign a long term contract?

Nope. You’ll be charged monthly, and you can cancel at any time. If you cancel, you’ll only be charged for the current billing period and won’t be charged again after that.

Can I add or remove users later?

You can add or remove users anytime. Once you cancel individual users, you’ll be responsible for charges incurred for that billing period, but you won’t be charged again for those users in subsequent months.

Can I import data from my existing helpdesk system?

Yes, we provide a free, manual concierge import service of all major helpdesk systems data including Zendesk, Intercom, Front, Helpscout, Crisp, and many others.

Can I cancel anytime?

Sure you can! No questions asked, no contracts, no strings attached. Once you have canceled, you’ll still have access to the service until the end of your subscription cycle.

I'm a huge enterprise, should I contact sales?

Hell no! Actually, we don't even have a sales department. We're 100% focused on building the best service for teams of 10 and less. You can still sign up at the normal rate, but we're probably not a fit.

Where is my data hosted?

Fernand is GDPR compliant and only hosted on servers in Europe. Except for yourself and, if necessary, our support engineers, nobody else has access to your data. See our privacy policy for more details.

How can I contact customer support?

If you need help at any point, our customer support team is here to assist you. You can reach us via email, phone, or live chat.

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