Support
How to reach us
Write to info@kaudata.si. The same address takes questions about TimberTrail, about the connection for AI assistants, requests about personal data and security reports. It is read by KAUDATA staff.
We answer as soon as we can. There is no guaranteed response time unless your contract with KAUDATA sets one.
Before you write
- Forgotten password. Use Ste pozabili geslo? (forgot your password?) on the sign-in page; a link to set a new password is sent to your e-mail address.
- Lost second-factor device. Sign in with one of the recovery codes you received when you switched the second factor on. If you have lost those too, write to us from the e-mail address you sign in with.
- Access, roles and new colleagues. Your organisation's Skrbnik (owner) invites users, changes roles and deactivates accounts.
- The AI assistant connection. The AI connector documentation explains how to connect, what the assistant can and cannot do, and what to do when a connection stops working.
- A statement shown as unknown. Do not file it again. Its screen shows how to establish what happened in the EU Information System.
A deadline is close
Support cannot extend a deadline set by EU rules. If a statement's amendment window of 72 hours is about to close, act in the service yourself; an extension can be granted only by the competent authority.
What to include
- your organisation's name and the e-mail address you sign in with;
- what you were doing, what you expected and what happened;
- the address of the screen, and the time it happened;
- for a statement: its internal reference or its EU reference number;
- the exact message shown, including any reference it gives;
- if it happened through an AI app: which app, and the reference the assistant quoted, if any.
Never send a password, an EU authentication key, a second-factor code, a recovery code or an access token. Include personal data about other people, such as forest owners, only where we cannot help without it.