FAQ

Frequently Asked Questions My UNIT4

General questions

When I try to enter the support site from UNIT4 I’m redirected to My UNIT4. How can I enter my old site?
Cause:With the introduction of My UNIT4 we established a redirection to My UNIT4 from all support sites at UNIT4.
Answer:You can now access all support sites and other UNIT4 portals from within My UNIT4. If this is your first time at My UNIT4, you need to click on “Reset Password” to be able to enter.
I have been using ASK/CODA Support/ Self Service Benelux/ Kundenett Norge/Swedish Extranet/Zona de Clientes UNIT4 Iberica before. Do I need to register for a new account on My UNIT4?
Cause:With the introduction of My UNIT4 we established a redirection to My UNIT4 from all support sites at UNIT4.
Answer:No, your account from any existing portal has been converted to a My UNIT4 account. You do need to request a new password by clicking “Reset password” the first time you want to enter My UNIT4.
When I click on one of the My UNIT4 tiles nothing seems to happen.
Cause:One of the following can be the cause:
• Your internet browser is blocking My UNIT4 portal popup’s
• The registration for the tile has not been finished yet

Answer:• Each My UNIT4 portal is opened in a separate window. These windows are blocked by your internet browsers popup blocking mechanism. Add http://my.unit4.com to the allowed/trusted sites and make sure Yahoo, Google toolbar and similar popup blockers do the same.
• If you hover your mouse over the tile and the “Tooltip” shows “pending”, access to this portal has been requested by you but has not been finished. It depends on the tile whether a special action is required by UNIT4 or the primary contact within your organization, please check “About”.
The website shows a “Page cannot be displayed”
Cause:The UNIT4 website may be down for maintenance.
Answer:Wait for a few minutes. We are working on the problem. If the problem remains after 60 minutes, please contact your local Support department.
How can I contact the support department at UNIT4.
Answer:My UNIT4 displays a contact link at the top of each page. When you click this link a list of countries is displayed where UNIT4 customer support is represented. If you click on one of these countries (detail) contact information is displayed.
My UNIT4 does not function with Opera
Answer:The current version of My UNIT4 does not support the Opera internet browser.
I have completed my registration at My UNIT4. When will I be able to enter My UNIT4
Answer:For the My UNIT4 portals where you needed to provide additional details such as the email address of the primary user and or a company code etc. your account required manual approval. When your account has been approved you will receive an email message with further instruction. This procedure will be completed within 24 hours.

Password questions

My account password for My UNIT4 does not seem to work
Cause:One of the following can be the cause:
• It is your first visit to My UNIT4 and you have not yet requested a specific My UNIT4-password by clicking “Reset password”.
• You entered an incorrect password to My UNIT4
• You have ‘Caps-Lock’ on while typing the password.

Answer:• You can ‘reset’ your My UNIT4 account password using the ‘Reset password’ link on the My UNIT4 website. You will have to supply your ‘known’ My UNIT4 account (email address) to receive a personal password reset email message. This message contains a temporary link to reset your account password.
• Please check ‘Caps-Lock’ on your keyboard.

Email questions

I’m not receiving the reset password email message from My UNIT4
Cause:One of the following can be the cause:
• The email address you entered at My UNIT4 when requesting a password-reset is not listed in the My UNIT4 database.
• Emails coming to you from my.unit4.com are filtered or blocked by your email server
• Emails coming to you from my.unit4.com are filtered or blocked by your email client

Answer:• If you have not registered for My UNIT4 or one of the underlying portals, the reset password will not function. Please register to My UNIT4 by clicking the hyperlink “New account”
• Make sure to enter the registered email address used to login into My UNIT4 or one of portals that can be entered through My UNIT4. If the email address is correct you will receive the reset password notification within a few minutes.
• Check your email sever, firewall and/or email client to make sure it sends through all emails coming from My.UNIT4.com; Make sure you add the no-reply@unit4.com email address to the list of trusted senders.
I’m not receiving any emails in my inbox from My UNIT4 or one of the portals behind My UNIT4
Cause:My UNIT4 messages are automatically moved to your spam folder
Answer:Recent email clients provide built-in junk mail filtering options. This sometimes causes My UNIT4 messages to be blocked by the mail filtering and as a result moved these messages to the junk/spam mail folder. Most email clients offer functions to never block messages for a specific originator or with a specific subject. Make sure to add the no-reply@unit4.com email address to the list of trusted senders.
The link in the e-mail I have received cannot be clicked
Cause:Your mail client may restrict clicking e-mails
Answer:Adjust the settings in your e-mail client. If that does not work, right click on the link, copy the link to memory, open a browser and copy the URL to the address bar.

ASK-Portal question

For the registration on the My UNIT4 ASK portal I need to provide the primary contact email address to complete. Who is my primary contact?
Answer:Your primary contact is the main contact registered for your company. He or she needs to approve new portal contact registrations for your company. You can contact the support department of UNIT4 to request your company’s main contact details using the contact details listed on the My UNIT4 contact page.
I’m receiving an email message with the request to register an account on ASK. How do I proceed?
Cause:For access to the My UNIT4 portal, approval is required by the primary account representing the company of the requested account. The contact entered by the requester during the registration process in My UNIT4 will receive these messages for the approval or rejection of new accounts for access to My UNIT4 - ASK.
Answer:Your primary contact is the main contact registered for your company. He or she needs to approve new portal contact registrations for your company. You can contact the support department of UNIT4 to request your company’s main contact details using the contact details listed on the My UNIT4 contact page.

Zona de Clientes UNIT4 Iberica-Portal questions

I need to provide my primary contacts email address. Who is my primary contact?
Answer:Your primary contact is the main contact registered for your company. He or she needs approve and register new portal contact registrations for your company. You can contact the support department of UNIT4 to request your company’s main contact details using the contact details listed on the My UNIT4 contact page.

CODA Support-Portal questions

For the registration on My UNIT4 I need to provide my companies CODA support code. Where do I find this code?
Answer:Each registered account need to be associated with a company. For CODA support we are using a support code to identify individual company entities. Your company support code has been provided to your company’s primary contact. He or she will be able to supply you with the correct code.

Self Service Benelux-portal questions

For the registration on My UNIT4 I need to provide my serial number and company code. Where do I find this code?
Answer:Each registered account need to be associated with a company. For verification purposes we need to have at least one valid product serial number to identify your company and installation. Your company support code and serial number has been provided to your company’s by a support/license letter. If you do not have this letter, please contact your local Support department.

 

Unsupported web browser Unfortunately we are experiencing problems with the Opera browser. We hope to fix this in a future version, for now please use a different web browser (like Internet Explorer, Firefox or Chrome) to access the My UNIT4 website. We are sorry for the inconvenience.