Where to find help
- Help articles: in the PaperOffice portal, without signing in. Use the search or browse by category.
- Guided setup in the app:
/en/paperoffice-account/getting-started. - Support tickets for PaperOffice AI: in the app under Support.
- General inquiries, press and partnerships: the contact form on paperoffice.ai.
Create a support ticket in the app
- Sign in to the web or desktop app.
- Open Support.
- Create a ticket and complete the wizard.
Describe the product area, the steps you took and the error message, and write in the language in which you would like the reply. Organization, billing and the full support area are available in the web and desktop app; from a smartphone, use the web app.
Tickets in the portal
In the portal you can also follow and answer your tickets. Click Log in in the sidebar, enter your email address and open the sign-in link that you receive by email. It is valid for a short time. Use the email address of your PaperOffice account, so that your portal profile is linked with your existing data.
- Under Tickets you view your existing tickets and reply to them, also with attachments. New tickets are created only in the app. Do not send passwords or other secrets in plain text.
- Reply directly in the ticket, not by separate email, so that the history stays complete. You receive email notifications for updates.
- If the sign-in email does not arrive, check your spam folder or request a new link.
Ticket statuses: received or open (your ticket has arrived), in progress or pending (someone is working on it; if we have questions, please reply in the ticket), resolved (solution provided) and closed (case completed; reply in the ticket to reopen it).
Advice or a demo
Appointments cannot be booked online. For questions before buying or a personal demo, open the contact page, choose the subject demo request or sales inquiry, and describe what you need. Your request becomes a ticket, and the team gets back to you. A fixed response time only applies with a booked SLA. You can try PaperOffice AI for free at app.paperoffice.ai.
Moving from PaperOffice Classic to PaperOffice AI
PaperOffice Classic DMS and PaperOffice AI are different products. The move is a product change, not a database move: Classic databases are not restored into PaperOffice AI. What carries over are your original files and the folder structure. Text recognition, search and AI processing are created again in the new workspace.
- Export the originals from Classic. The export usually runs on a Windows computer.
- If the originals should stay on your NAS, connect it as a storage mount in the web or desktop app. Details: Own storage, NAS and storage mounts.
- Create a workspace. New workspaces start with AI-DMS Premium.
- Import the data with the import wizard. Details: Adding and importing documents.
If the originals should stay on the NAS, create the storage mount before the workspace, because the storage location of a workspace cannot be changed later. The Classic data folder and its database are not a storage target for PaperOffice AI. Processing consumes Credits; prices are on the pricing page.
Frequently asked questions
- Where do I create a support ticket? In the PaperOffice AI app under Support. In the portal you can also follow and answer your tickets.
- Do I need a password for the portal? No. You sign in with a link sent by email.
- Can I book a demo online? No. Send a request through the contact form.
- Can I take my Classic database with me? No. You export the original files and import them into PaperOffice AI.
- Does PaperOffice AI run on a Mac? Yes, in the browser.