Current system status

We have switched to our new system: Scheduling agenda. The migration is not going smoothly and unfortunately this brings technical challenges.

High volume at customer service Because of this situation our support department is currently very busy. Phone wait times and response times to emails are longer than you are used to from us.

Do you have a question?

• Chat with Fay: Ask your question at the bottom right to our digital colleague.

• Knowledge base: First check our https://service.zekerarbo.nl/ for answers to questions about logging in and activating.

We apologize for the inconvenience and thank you for your understanding.

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Known issues and status

Below you can see which issues are known to us, how many customers are affected and when we expect this to be resolved.

Employer portal: Data or documents missing

It may be that not all employees, tasks or documents (such as problem analysis or feedback) are yet visible in your list.

• Status: Work in progress (automatic recovery).

• Impact: Small subset of users

• Expected resolution: Everything will be visible again within 2 weeks.

• Action required? No. You do not need to report this; we will resolve it internally.

Client portal (Employees): Documents missing

In your personal environment ('My ZekerArbo') it may happen that you do not yet see all your documents listed.

• Status: Work in progress (automatic recovery).

• Impact: Small portion of users

• Expected resolution: Everything will be visible again within 2 weeks.

• Action needed? No. You do not need to report this.

Login: Did not receive SMS verification code

You cannot log in because the SMS code does not arrive. The cause is often an outdated or incorrect mobile number (06-number) in our system.

• Status: Solution available.

• Impact: Small portion of users

• Expected resolution: Immediately (after updating the number).

• Action needed? Yes.

  • Are you an Employee? Ask your employer to update your number in the portal. After this it works immediately.

  • Are you an Employer? Send an email with your company name and the correct mobile number (06-number) to [email protected]. We will update this for you.

Login: Password or link not working

Problems with activation via email or old passwords.

• Status: Solution available.

• Impact: Many users.

• Expected resolution: Immediately (can be resolved by yourself).

• Action needed? Yes. Use the 'Forgot password' feature on the login page to immediately set a new password and gain access yourself.

Employers portal (absence): "error" message after login

Do you immediately see the "error" message after logging in or does the screen remain white? This problem is usually caused by old data in your browser.

• Status: Solution available.

• Impact: A few users.

• Expected resolution: Immediately (can be resolved by yourself).

• Action needed? Yes. Try the following steps:

  1. Clear your browser's cookies and cache.

  2. Try logging in via an Incognito window (Private window).

  3. Still not working? Then try using a different web browser or computer.

Backlog in email handling

Due to the busy period around the transition to the new system we currently have a backlog in processing emails. As a result, urgent questions or requests may be addressed later than you are used to from us.

• Status: Work in progress (extra capacity deployed).

• Impact: Longer response times for emails.

• Expected resolution: We are working hard with an enlarged team to catch up on the backlog.

• Action needed? Do you have an urgent question or emergency situation? Then call us instead of emailing. This prevents your urgent question from getting lost. For non-urgent questions we ask for your patience.

Resolved - Issues with resetting Two-Factor Authentication (2FA)

It occurs that employees no longer have access to their configured authenticator app (for example due to a new phone) and therefore can no longer log in.

Because employees cannot log in and therefore cannot view their documents, feedback and appointments, resolving this issue is a top priority for us.

• Status: Resolved

• Impact: Employees cannot log in and do not have access to their file.

• Solution: Choose during login 'Or send code via SMS' to receive an SMS with a 2FA code.

Duplicate employees in portal

Some employers currently see employees (clients) listed twice in the ZekerArbo Online overview.

What is happening? Due to the migration some files are erroneously shown twice. Often one of the two files is empty (no history or documents).

• What should you do?

  • Check both entries for the employee.

  • Use only the file that contains data.

  • You can ignore the empty file; do not perform any actions on it.

• Status & Solution: We are working on an automatic correction to remove the duplicate, empty files.

• Expected resolution: Mid-January.

You do not need to report this to the support desk.