Kundenkartei

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❓ Frequently asked questions (FAQ) and support ​

Here you will find answers to common questions as well as help with typical problems. If your question is not answered, feel free to contact support: support@kundenkartei.ch

🧭 Introduction ​

  • Short solutions for common problems
  • Step-by-step help
  • Direct references to further pages

🆘 Support topics ​

Data not visible after the export (cloud import) ​

Problem
After the export from the local Kundenkartei, the data is not yet available in the cloud.

Solution

  • The processing takes a little time. Wait 10–15 minutes and log in again.
  • Check whether the export finished without errors.
  • If data is still missing, write to support@kundenkartei.ch with:
    • The date/time of the export
    • The user name/organisation
    • Which data is missing (e.g. customers, orders)

Tip: you will find details on the migration here: Data migration

Cannot log in (login fails) ​

Problem
The login screen stays where it is, although the user name/password have been entered.

Solution

  • Check upper and lower case; use the password display icon to rule out typing errors.
  • Reset the password and try again.
  • Clear the browser cache or use another browser.
  • If problems persist: support@kundenkartei.ch

A customer does not receive an e‑mail (e.g. an order confirmation) ​

Problem
Documents or confirmations are sent but do not arrive.

Solution

  • Check the customer’s e‑mail address (send a test mail from your mail program).
  • Ask the customer to check the spam/junk folder and mark the sender as “not spam”.
  • In the Kundenkartei settings: test the sender/SMTP configuration.
  • If cases accumulate: have the domain entries (SPF/DKIM/DMARC) checked.

💬 General FAQ ​

What is the difference between Go, Web (cloud) and Studio? ​

  • Kundenkartei Go: mobile use in the browser (smartphone/tablet), ideal when you are out and about.
  • Kundenkartei Web (cloud): the complete solution in a desktop/tablet browser.
  • Studio (if used): a local installation/legacy. Data migration to the cloud is possible.

Which licence do I need? ​

  • A valid, paid licence is required in order to use Kundenkartei.
  • Trial licences can be offered for a limited period (information from support).
  • The former freemium licence of the local Kundenkartei 5 does not apply to the cloud.

Can I import my myDeesse data? ​

Yes. You will find instructions and notes here: Data migration

Is Kundenkartei available as an app in the App Store or Play Store? ​

No – Kundenkartei runs in the browser. You can, however, put it on your home screen and then start it like an app, with its own icon and in full screen. Instructions for iPhone, iPad and Android: Save as an app

Can I add my own items? ​

Yes, you can create and maintain your own products in the Catalogue module. See: Catalogue

E‑mail delivery – what should I watch out for? ​

  • The correct sender address and SMTP settings
  • Set up the domain with SPF/DKIM/DMARC
  • Use PDF instead of Word for standard dispatch

Data storage during an alpha/test phase ​

During an early test phase, database resets can occur in exceptional cases.

  • Productive backups may not be guaranteed.
  • Back up critical data externally as well.
  • Pay attention to notices/status messages (dashboard/release notes).

🔧 Quick help for typical problems ​

  • Browser problems: clear the cache, test private mode, try another browser.
  • The display is out of date: reload the page or run “Refresh” in Go.
  • Missing rights: have your role/rights checked by the admin.
  • The PDF/logo is blurred: use a larger PNG (~1000–1500 px wide).

📫 Contact ​

  • Support: support@kundenkartei.ch
  • Please include:
    • A short description of the problem
    • The device/browser, the time, the steps up to the error
    • Relevant screenshots