Frequently Asked Questions

Cross-product questions for Adneti customers. For product-specific steps, open the matching manual under Products. For tickets, use Client Services Guide.

Canonical support email: support@adneti.sg · Portal: https://cs.adneti.sg/

Accounts & access

Q: I cannot log in to my product. What should I try first?
A: Confirm you are on the correct URL (production vs demo/UAT), use your work email, and check Caps Lock / password manager. If the organisation login is suspended, email support@adneti.sg with the legal company name — do not keep opening new accounts.

Q: My colleague can sign in but I cannot. Why?
A: Usually a seat, role, or invitation issue. Ask your admin to check users / seats in the product console. If the admin account is also locked, raise an ACS ticket or email support.

Q: Do I need a separate ACS login for every product?
A: No. Use one ACS account with your work email. Mention the product name inside each ticket so routing is clear.

Q: Can Adneti staff log into our live system?
A: Only under an agreed support-access policy. Prefer a temporary support user you can revoke when the case closes.

Tickets & response

Q: Is support available 24/7?
A: You can submit tickets any time via ACS. Engineer response windows follow your SLA (standard vs enterprise). Mark true business blockers clearly in the subject line.

Q: Should I email or open a ticket?
A: Prefer ACS for almost everything — it keeps history searchable. Use support@adneti.sg when you cannot access ACS (account recovery) or when your contract names email as the primary channel.

Q: How fast will I get a reply?
A: It depends on severity and your support plan. Include impact, deadline, and reproduction steps to avoid back-and-forth delays.

Q: Can I reopen a closed ticket?
A: Reply on the same ticket if the issue returns within a short window; otherwise open a new ticket and reference the old number.

Q: Who can see my ticket?
A: ACS users in your organisation who share the portal workspace, plus Adneti support staff assigned to the case. Do not put secrets in the ticket body.

Documentation & products

Q: Where are the product user manuals?
A: On the Products shelf — MeritHRMS (EN/中文), ZyloPOS (EN/中文), and SMEOne.

Q: English and Chinese manuals — which should I use?
A: Use the language your operators prefer. Feature coverage is aligned; some advanced admin topics may appear first in English.

Q: The in-app Help link opens docs. Is that the same content?
A: Yes for published end-user guides. BookStack is the source of truth; in-app links point here so updates stay consistent.

Q: I cannot find a feature described in sales materials.
A: Module availability depends on licence, role, and rollout phase. Check with your admin, then open a ticket if entitlements look wrong.

Operations & troubleshooting

Q: What information speeds up diagnosis?
A: Exact URL, organisation/outlet name, user role, time of failure (with timezone), steps to reproduce, screenshots, and “expected vs actual”. MeritHRMS also has a Copy support context shortcut in the shell.

Q: Payroll / POS / go-live is blocked today. How do I escalate?
A: Open ACS immediately. Put PAYROLL CUT-OFF, POS OUTAGE, or GO-LIVE BLOCKER in the subject with the deadline. Attach only the minimum evidence needed.

Q: We see different behaviour on demo vs production.
A: Demo and production are separate environments (data, config, and sometimes version). Always state which environment you are on.

Q: A mobile / PWA install is stuck.
A: For Merit Me, follow Installing Merit Me on Your Phone in the MeritHRMS manual. Clear site data only after confirming you can sign in again. For ZyloPOS / SMEOne mobile flows, use the product FAQ chapter first, then ACS.

Security & privacy

Q: How do I report a security concern?
A: Open an ACS ticket marked SECURITY, or email support@adneti.sg with “Security” in the subject. Do not include passwords, full NRIC/FIN, or exploit details in public attachments.

Q: May I attach payslips or customer lists?
A: Prefer redacted samples. If full files are required, wait for an engineer to request a secure transfer method.

Q: Will support ask for my password?
A: Never. Legitimate Adneti support will not ask you to send passwords or OTP codes by email or chat.

Billing & commercial (high level)

Q: Who do I contact about invoices or renewals?
A: Start with your account manager / sales contact. If unsure, open an ACS ticket titled “Billing enquiry” and we will route it — or email support@adneti.sg and we will forward internally.

Q: Training and onboarding — is it included?
A: Scope is defined in your proposal or SOW. Ask your implementation consultant, or raise a ticket for training material requests.

Still stuck?

Search this documentation site.
Open How to Raise a Ticket.
Or email support@adneti.sg with organisation name and product.

Item	Detail
Maintainer	ADNETI TECHNOLOGIES PTE LTD
Support	support@adneti.sg · https://cs.adneti.sg/
Updated	2026-08