---
title: "Contact Can’nX support: account, license, invoice, warranty or return"
description: "Lost access, forgotten Boss’nX password, missing license, invoice, warranty or return: the step to follow and the details to send to Can’nX support."
canonical: https://wiki.can-nx.com/en/guides/customer-service/
language: en
product: nX platform
audience:
  - utilisateur
  - administrateur
  - installateur
context: "All Can’nX applications: access, licenses, billing, warranty and message to support"
---

# Contact Can’nX support: account, license, invoice, warranty or return

Context: All Can’nX applications: access, licenses, billing, warranty and message to support

Lost access, missing license, invoice, warranty or hardware return: first follow the step given for your case, then write to support@can-nx.com with the useful information. Any request that requires checking an account, a purchase or a case goes through support.

Intended for users, administrators and installers of Can’nX products.

## Regain access to your product

First follow the guide that matches your screen:

| Product or context | First step |
| --- | --- |
| **Boss’nX / hypervision** | Check the building or hypervision link and the login ID you were given. The [Boss’nX sign-in guide](https://wiki.can-nx.com/en/guides/boss-access/) distinguishes an incomplete link, an expired direct access and a refused login. |
| **Access Control, administrator** | The [email link sign-in guide](https://wiki.can-nx.com/en/guides/ac-login/) covers requesting a link, the expired link and the email that was not received. A guest uses their [personal access](https://wiki.can-nx.com/en/guides/ac-guest/). |
| **Link’nX** | Reopen the access you were given, then check the project and the gateway shown. See [access and its messages](https://wiki.can-nx.com/en/guides/link-access/). |
| **Emergy’nX** | Check the project name and whether you are in the demo. See [the access basics](https://wiki.can-nx.com/en/guides/emergy-access/). |
| **Embedded Chart’nX** | Go back to the context from which you are viewing the chart: [Boss’nX](https://wiki.can-nx.com/en/guides/chart-open-boss/) or [Emergy’nX](https://wiki.can-nx.com/en/guides/chart-open-emergy/). |

If this step has already failed, write to support with the product, the project or site, the message displayed and what you have already tried, rather than repeating the same attempts without new information. To get first access, have rights checked or recover an account when no procedure is available, state this goal directly.

Forgotten password in Boss’nX: the login form does not offer a reset. Contact your administrator or support. **Change my password**, in an open session, requires the current password and is used to [change your Boss’nX password](https://wiki.can-nx.com/en/guides/boss-password/), not to recover an account.

## License, option or missing button

A missing button can depend on the context, your rights or the way the interface is displayed. First follow the guide for the task you are looking for and check that you are in the right project. The authorized actions depend on the account’s permissions, not on the name of its role or on access to a page.

In Link’nX, a padlock on a device card indicates that its license is not shown as active in this context; clicking it displays **Contact your distributor to enable this license**. Check the project and the gateway. A license purchased on can-nx.shop is activated with its serial key: follow [the license activation guide](https://wiki.can-nx.com/en/guides/customer-licence/). Otherwise, contact your distributor or support, as described in the [navigation guide](https://wiki.can-nx.com/en/guides/link-navigation/).

For the price of a license, its terms, its availability, its renewal or its transfer, write to support, specifying the product, the option and your need. If you think you have already purchased the option, add the order reference if you know it. The purchase of a license and its timeframes are confirmed with your distributor or support. A **Soon** badge does not give an availability date.

## Invoice, order or payment

To get an invoice, have its details corrected or have an order or a payment checked, write to support. State the subject of the request, the product and the order or invoice reference if you know it; for a correction, specify the information to be corrected.

Not having an invoice available to you does not indicate a failed payment: ask support for it. Due dates, cancellations, refunds and fees are confirmed with support. Never send full bank details or a card number.

## Warranty, failure or hardware return

If the product does not behave as expected, first run the checks in its guide. If they have already been done without result, prepare your message with the template below.

To find out the applicable warranty terms or arrange a return, write to support with the product, the model, the symptom and, if you know them, the purchase date and the order reference. Wait for confirmation of the coverage and the shipping arrangements before sending any hardware.

The warranty period, the case’s eligibility, the return address, shipping costs, an exchange, a refund or a repair time are confirmed for your situation with support. Do not disassemble or reset the hardware based solely on this guide.

## Write your message to support

Write to support@can-nx.com. Reuse the facts already known and fill in only what is useful for your request. For an incident, you can reuse this template:

- Subject: (product) — (goal or difficulty)
- Request: (what you expect from support)
- Context: (project or site, and device if relevant)
- Observation: (symptom and message displayed)
- Already tried: (steps actually carried out and result)

For an invoice or a return, replace the observation and attempts with the request and the useful references. A screenshot can help if it does not contain sensitive data. Never send a password, key, secret code or confidential access link. If you have already written to support, mention that first message in your follow-up.