Support for VenturusEAM customers
If your company already runs on VenturusEAM and something is wrong, write to sales@venturuseam.com or use the form below, and a person who works on the product replies within one business day. The more precisely you point us at the record, the faster the answer.
Five things to include so the first reply is a useful one
- The record number. An asset number, work order, purchase order, receipt or journal entry takes us straight to the record.
- The company and site you were working in, and the screen, if the problem is about a report, an import or a posting.
- What you did, what you expected, and what happened instead. A screenshot helps, with anything confidential covered.
- Roughly when it happened and who was signed in. Every action is in the audit log, and a time and a name find it quickly.
- No secrets. Never send passwords, recovery codes or API keys: we never ask for them, and if someone claiming to be VenturusEAM support does, stop and write to sales@venturuseam.com. Confidential financial files are better named than attached.
Email support directly
Read by people who work on the product, and answered within one business day.
Where your data lives
Where your data lives, who can see it and the promise that customer data is not used to train AI models are written down in the security and data ownership statement. The same statement is published inside the product, where anyone can read it without signing in.
If you are not a customer yet
Pricing, proposals and demos are handled by sales: contact sales or book a demo.
What happens after you send a message
A receipt comes back right away
If you use the form, a copy of your message comes back to you by email so you know it arrived and what you sent.
A person replies within one business day
Someone who works on the product reads it and answers with a fix, a workaround, or a precise question if we need more to go on.
If it is a defect, we say so
It goes into the engineering queue with your record number attached, and we tell you when the fix reaches your instance.
Tell us what happened
The record number, what you expected and what happened.
Questions support hears most
An asset import will not validate. What do I check first?
Open the batch preview. Each error row lists its reasons, such as a missing in-service date, an unknown depreciation method, a useful life outside 1 to 1,200 months, or a site, department or location code that is missing from your reference data. Add what is missing, re-validate the batch and commit the valid rows. If that does not explain it, send the batch and the row number.
The depreciation run stopped. Why?
The run refuses to guess. When an asset is missing its method, cost, salvage, life, in-service date or convention, the run stops and names every asset that needs attention. Fix those assets and run it again. The run also stops if more than one book, or no book, is set to post to the ledger, and it says which setting to change.
A number on a report looks wrong. Where did it come from?
Every journal line links to the document that created it: the receipt, the vendor invoice, the work order or the depreciation run. Open the journal entry and follow its lines back to the source. If it still looks wrong, send the journal entry or asset number and the figure you expected.
How do I report a security concern?
Write to sales@venturuseam.com with the word Security in the subject line. Do not put the details of a weakness in that first message; a person replies within one business day with how to share them safely.