Getting support
Reach the EnaFeedback support team by email, phone or WhatsApp, and learn which details to share so your request gets solved quickly.
If you cannot find what you need in this Help Center, or a problem is not solved, contact the ENA Innovation support team directly. This article lists the contact channels and the details that speed up your request.
Contact channels
| Channel | Address |
|---|---|
| support@enainnovation.com | |
| Phone | 0850 308 45 91 |
| 0850 308 45 91 (same number) | |
| Personal data (KVKK) requests | support@enainnovation.com |
Address: ENA Innovation Sağlık ve Yazılım Teknolojileri San. Tic. A.Ş., Battalgazi Mah. Eskişehir Yolu Bulv. A.N.S. Kampüsü, Zafer Technopark, Merkez/Afyonkarahisar, Türkiye.
Which channel to use
- Email: issues that need screenshots, an exported file or a detailed description. You keep a written record.
- Phone: urgent issues that stop work on site, such as every QR code in a building failing to open.
- WhatsApp: quick questions, and sharing photos or screenshots taken on site.
- support@enainnovation.com: requests and questions about personal data.
Raise a support request
Run your own checks first
Try the steps in Common problems. For alert issues, check the delivery status on the Records screen.
Gather the details
Collect the details from the list below that relate to your issue.
Contact us
Pick email, phone or WhatsApp depending on urgency. In an email, put a short summary in the subject line, for example "B-block QR codes open an error page".
Details to share
| Detail | Where to find it |
|---|---|
| Organization name and customer code | The 4 characters after EF in a QR address |
| Location code | The location's 6-character code (Buildings) |
| Request code | The code starting with FB (the Request code shown to visitors) |
| Hygiene report code | The code starting with TB |
| Version | Release notes in the menu |
| What happened and what you expected | A short step-by-step description |
| Time | Date and time of the problem |
| Device | Phone or computer, operating system, browser or mobile app |
| Screenshot | An image showing the error message |
Do not share sensitive information
Do not include personnel codes, passwords, API keys, the maintenance secret or visitors' contact details in a support request. Cover any personal data in screenshots before sending. If we need personal data to understand the issue, we will discuss that separately.
Accessibility feedback
EnaFeedback targets WCAG 2.2 AA on visitor screens. If you run into an accessibility problem, write to support@enainnovation.com. Accessibility feedback gets a response within 10 business days.
Feature requests
Send product suggestions through the same channels. Follow changes in new versions on the Release notes screen in the admin panel.
Mobile app
The EnaFeedback mobile app (Android and iOS) is in internal testing and coming soon to the stores. Contact us with questions about access; you can also check the Mobile app menu in the admin panel.
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