Help centre
Support channels, onboarding and answers to frequently asked questions about Kokonut.
Your support channels
Support helps you get started with and use Kokonut.
Which plan are you on?
Kokonut Fid · Contract customer
- Phone
- Priority email
- On site or by video call
Book your onboarding
A team member sets up your workspace with you.
Included in your contract
Onboarding on site or over video.
Kokonut Fid · Subscribed online
- 30-minute onboarding included
- Video call for specific cases
Book your onboarding
A team member sets up your workspace with you.
CHF 100 / hour
30 minutes included.
Kokonut Business · All plans
- WhatsApp, depending on your plan
- Priority email, depending on your plan
Book your onboarding
A team member sets up your workspace with you.
CHF 100 / hour
Guidance over video, billed by the hour.
Our video calls run on Infomaniak kMeet
Infomaniak's Swiss, encrypted video conferencing, for onboarding and specific cases: you receive the link by email and join the call from the app or your browser.
- Hosted in Switzerland
- Encrypted
- Browser or app
Frequently asked questions
How do I contact support?
Write to support@kokonut.ch with the product concerned, your company name and, if possible, a screenshot of the issue.
Does support answer my accounting questions?
No. Support covers the use of Kokonut. General accounting questions, bookkeeping and accounting, tax or legal advice are not included.
How long does a support request last?
For Kokonut Business and Kokonut Fid subscribed online, each request is handled within 30 minutes. If it needs more time, we let you know first: additional assistance is billed at CHF 100 per hour, with your agreement. For contract customers, the terms of the contract apply.
How does onboarding work?
Onboarding takes place over video on Infomaniak kMeet and costs CHF 100 per hour. For digital Kokonut Fid users (subscription taken out online, without a contract), the first 30 minutes are included. Pick a time slot and you will receive the call link by email.
Do I need to install kMeet?
No, the link opens in your browser. The kMeet app, available on desktop and mobile, does offer the best experience.
Can I get help by phone?
Yes for Kokonut Fid contract customers. With Kokonut Business, support is by email and, depending on your plan, by WhatsApp. With a Fid subscription taken out online, support is by email or WhatsApp and, for specific cases, by video call.
Who handles my request?
Our team in Delémont, Switzerland. Requests are handled in order of arrival on business days; contract customers get priority handling.
Can't find your answer?
Write to us with the product concerned and, if possible, a screenshot.