Need a helping hand?

Write to us

For a question, incident or account request, write to guteneo@pieper.fr. Your contact is Nicolas Pieper, Guteneo’s publisher.

Include the relevant account address, document or dispatch reference, approximate date, action attempted and error message. A screenshot with personal data hidden may help. Do not attach the original PDF, the recipient’s full contact details or other sensitive data to the first message unless necessary. Never send a password, sign-in code or access token.

The beta offers no emergency support or guaranteed response time for technical requests. If your procedure has a strict deadline, arrange another suitable method.

A rejected or unavailable PDF

Check that the file is a readable PDF and that its size and page count meet the limits stated by the service. For a link import, the document must be accessible at an authorised public HTTPS address; a link to a local file or one requiring sign-in is not suitable.

Wait for the checks to finish before preparing the dispatch. If a document is blocked or no longer retained, its tracking may remain visible even though the file is unavailable. Always keep your original and report the error code to support if the block persists.

A pending dispatch or reserved credit

First check the dispatch details in your account or ask your assistant to track it. A quote or draft is not a dispatch; acceptance is not yet delivery to the recipient.

If the outcome is unknown, do not retry. Send the reference to support to avoid duplicates. Also include that reference if a credit reservation remains open or the amount differs from the approved quote. Paid purchases and top-ups are not available.

Assistant and permissions

The connection guides show the steps for each assistant. Check the Guteneo account used and the permissions granted. A successful connection does not automatically make every channel or destination available.

An administrator can review connections and mandates in account settings. Revoke any connection or delegation no longer needed. If you suspect unauthorised access, explicitly tell support and also secure your identity provider account.

Your data and rights

To view, correct or delete your data, request account closure or report a privacy incident, write to guteneo@pieper.fr. Specify your request; an identity document is not requested as a matter of course.

The privacy policy explains the rights, applicable response times and document retention. The terms of use describe authorisations, trial credit and service limits.