Support
Get help with SoftSDC. Open a support ticket with the right details, find your local partner for on-site help, and learn what support covers.
Support is included for the whole term of your license.
Open a support ticket
For software, licensing and integration problems.
Local support
Find a local partner for on-site help in your country.
You can also email support@softsdc.com.
Before you contact support
- Check the troubleshooting page and the FAQ.
- Update to the latest SoftSDC version. Many problems are fixed in updates. Your version is on the About screen.
- Check that your device meets the system requirements.
- Check that the card reader is connected and recognised.
- For license problems, check the internet connection.
What to include in your ticket
Support needs this information to help you:
License number
Find it on the Licenses page of your account. The About screen shows it partly hidden, as the license serial number.
Troubleshoot log
Follow how to generate a troubleshoot log and attach the file.
Environment and version
Say whether you use the Staging or Production environment, and which SoftSDC version.
Description of the problem
Include as much detail as you can:
- What you tried to do and what happened instead
- The exact error message, or a screenshot
- When it happens, for example on startup, when you insert the card, or while processing an invoice
- The steps that cause it
- What you already tried
Useful extra details
| Detail | Example |
|---|---|
| Operating system | Windows 11, Android 13 |
| Device model | The PC or phone model |
| Card reader | Make and model, and how it connects (USB, OTG adapter) |
| Network | Office or mobile data, VPN, proxy or company firewall |
| Recent changes | Updates, new hardware, settings changes |
Never send
- Your smart card PIN
- Customer or invoice data you do not need to share
- Passwords for any system
Send your license number only to SoftSDC support, through a ticket or email. Never post it in a public place.
Support may ask for
- Application logs. On Windows in
C:\ProgramData\SoftSDC\logs. On Android in Settings > Logs in the app. - Windows Event Viewer logs for startup or crash problems.
- Network details such as firewall and proxy settings, for connection problems.
- Device Manager output on Windows, for reader problems.
- A settings export, with sensitive data removed.
What support covers
- Installation and licensing
- Operational questions
- Changes in line with Tax Authority rules
- Contact with Tax Authority officials on your behalf
- Questions about buying, training or consulting
- Bug reports
Local support
If you need someone on site, contact the local partner for your country. Contact details and opening hours are on the local support page.
Self-help
Feedback
To suggest a feature or improve these docs, email info@softsdc.com.
Legacy SoftSDC v2
Troubleshooting for the legacy SoftSDC v2 app used in Fiji. Card reader drivers, OS reinstall and license file, account email and notifications.
Glossary
Plain-language definitions of the terms and abbreviations used in the SoftSDC docs, from audit and E-SDC to POA, secure element and TaxCore.