A support ticket with complete information is usually resolved in the first reply. A ticket missing information takes two or three extra rounds of back-and-forth just to ask for details. This article explains where to get in touch and what to prepare.
TO BE CONFIRMED BY THE COMPANY before publishing. The list of channels and the internal routing process need to be confirmed by Tanca's Customer Care team before publishing. Cells marked to be added are parts the Help Center doesn't yet have a basis to write.
First: ask your company's administrator
If you are an employee or manager, most issues don't need Tanca. Your company's Tanca administrator can handle them directly: resetting passwords, granting permissions, editing profiles, adjusting shift settings, fixing approval flows. Sending these straight to Tanca only slows you down.
| Type of issue | Send to |
|---|---|
| Forgot password, can't log in | Company administrator |
| Can't see a menu, no permission | Company administrator |
| Incorrect profile information, wrong branch, wrong department | Company administrator |
| Shift settings, approval flows, payroll formulas | Company administrator |
| System errors, blank pages, incorrect calculations, lost data | Tanca Support |
| Plans, invoices, renewals | Tanca Support |
Tanca contact channels
| Channel | Details | Use when |
|---|---|---|
| Hotline | 028 7899 9899 | Urgent issues affecting many people |
| Zalo | 0985 001 417 | Quick exchanges, sending screenshots |
| Chat on tanca.io | Floating button in the bottom-right of the homepage | Short questions during business hours |
| Contact page | tanca.io › Company › Contact | Non-urgent requests that need a written record |
| Support email | to be added | — |
| Business hours | to be added | — |
There is currently no button to submit a support ticket from within the product. All requests go through the external channels listed above.
Six pieces of information every ticket must include
- Your company name on Tanca and the account experiencing the issue (email or phone number).
- What you were doing — the screen path and the action you just took.
- What you expected and what actually happened.
- When it happened, with time and date.
- A full-screen screenshot, clearly showing the address bar and any error message.
- Scope of impact — just you, one department, or the whole company.
Additional information by issue type
| Issue type | Also send |
|---|---|
| Login | Login methods tried (email / phone number / QR), whether you've tried an incognito window |
| Display issues, blank page | Browser name and version, a screenshot of the Console tab (`F12`) |
| Incorrect payroll, insurance, or tax figures | Employee ID, pay period, the figure the system calculated, and the figure you calculated by hand |
| Mobile app | Operating system and version, app version, device model |
| Lost data | Which records, when you last saw them, who has access to them |
Three things not to do
- Don't send your password to anyone, including support staff.
- Don't correct payroll or insurance figures you suspect are wrong before taking a screenshot — once corrected, the evidence is gone.
- Don't open multiple tickets for the same issue across multiple channels. Pick one channel and follow it through.
Ready-to-use ticket template
Company: [company name on Tanca] · Account: [email or phone number] · When: [time, date]
Screen: [path] · Action: [what you clicked] · Expected: [what should have happened] · Actual: [what happened]
Scope: [just me / department / whole company] · Already tried: [reload, log in again, incognito, another device] · Attached: [screenshots]
