Support
Everything you need to get unstuck — and a direct line to us if you are still stuck.
Getting help
Email [email protected] and we will reply within one business day (Monday to Friday, Central European Time). There is no ticket portal and no phone queue — your message reaches a person who knows the product.
To get a useful answer first time, please include:
- The version of SupplyVisual you are running, and your macOS version.
- What you were doing when it went wrong, step by step.
- The exact wording of any error message, or a screenshot.
- Whether it happens every time, or only with one particular file.
Please do not email us your model file or register unless we explicitly ask for it — and if you do, remember it may contain confidential supplier or system information.
Troubleshooting
The four things people write to us about most often.
The app will not open, or closes straight away
Restart your Mac and open the app again — this clears the majority of cases. If it persists, check that macOS is up to date under System Settings → General → Software Update, since the app requires a supported macOS version.
My Excel register will not import
The importer expects the first row to contain column headers, and one supplier per row. Remove merged cells, filters and frozen panes, then save as .xlsx and try again. If your register came from another tool, export it as a plain sheet first — decorative formatting is the usual culprit.
An export produced an empty or incomplete file
Exports run against what is currently on screen. Check that no filter is still active and that the tier depth is set wide enough to include the suppliers you expect. Then re-run the export.
I closed the app and lost my work
Autosave writes continuously to your file, so reopening it normally restores your last state. If the file itself will not open, look for a recovery copy alongside it in the same folder before doing anything else — and do not overwrite it.
System requirements
- MacAvailable on the Mac App Store. macOS keeps the app updated automatically; the App Store listing states the minimum macOS version it will install on.
- Browser editionA current version of Safari, Chrome, Edge or Firefox. No plug-ins, no extensions, no admin rights needed.
- NetworkNone. Everything runs on your own device, so the app keeps working with the Wi-Fi switched off. There is no server to reach and nothing is uploaded.
- Your filesStored wherever you choose to save them — your Mac, a network share, or your own cloud drive. We never receive a copy.
Frequently asked questions
Is my data sent anywhere?
No. SupplyVisual runs locally — in your browser or as a desktop app. Your supplier, contract and register data stays on your device; there is no vendor backend to upload to.
Does the export match what the regulator expects?
Yes. The register exports as an EBA DORA 4.0 (EUCLID) report package — the structured format used for the supervisory submission.
We already keep a register in Excel. Can we use it?
Yes. Import your Excel file or an EBA XBRL register and your full supply chain is on screen in minutes — no manual re-entry.
Do we need IT to set this up?
No server, no installation project. Open the file and go — or roll it out via SharePoint, Teams, or a desktop build.
Can it handle subcontractors (fourth parties)?
Yes. It maps the chain tier by tier (T0–T4), so dependencies hiding two levels down become visible — and feed the supply-chain template in the register.
How do we get started?
Book a demo and we'll show it on your own data, or start a free 30-day evaluation. You can also try the public demo with no signup.
Still stuck?
Email [email protected], or book a demo if you would rather have us walk through it with you on a call.