# How our support works

Source: https://help.cyreen.de/en/cap-explorer/nachschlagen/service-spielregeln/ | Language: en | Reviewed: 2026-10-30

Requests to Cyreen Support run through a ticket system. With these rules, we handle your request fastest.

- **Entry through the contact form:** Send requests through the contact form. Other channels (phone, Teams, personal e-mails to Cyreen employees) are not an official support entry.
- **One e-mail = one ticket:** Please send only one request per e-mail.
- **Reply in the thread:** Reply directly to our ticket e-mail, so the context is kept. Do not also add the support address in CC, otherwise a new ticket is created.
- **Without a Cyreen contact:** For questions about the offer and products, book a demo on [cyreen.de](https://www.cyreen.de/en).
- **Questions about content:** Clarify questions about ad delivery or content with the internal retail media project contact at the retailer, not with Cyreen Support.

> **Other topics, other areas**
>
> This page applies to questions about CAP Explorer. Report faults on screens, readers or the router in the store through [C.A.P. in the store](https://help.cyreen.de/en/cap-im-markt/stoerungen.md). Installation and partner topics are in the partner area, with a login.