# Current system status

We have switched to our new system: Planning Calendar. The migration is not going smoothly and unfortunately this brings technical challenges with it.

Busy at customer service Due to this situation, our support department is currently very busy. The waiting time on the phone and the response time to emails is longer than you are used to from us.

Do you have a question?

* <i class="fa-message-minus">:message-minus:</i> Chat with Fay: Ask your question to our digital colleague in the bottom right.
* <i class="fa-book">:book:</i> Knowledge base: First check our [https://service.zekerarbo.nl/](https://service.zekerarbo.nl/ "mention") for answers to questions about logging in and activating.

Our apologies for the inconvenience and thank you for your understanding.

***

#### Known issues and status

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

<details>

<summary><strong>Client portal (Employees): Documents missing</strong></summary>

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

* Status: Resolved.
* Impact: Small group of users
* Action needed? No. You do not need to report this.

</details>

<details>

<summary><strong>Logging in: No SMS verification code received</strong></summary>

You cannot log in because the SMS code is not arriving. The cause is often an outdated or incorrect mobile number in our system.

* Status: Solution available.
* Impact: Small group of users
* Expected solution: Immediately (after number adjustment).
* Action needed? Yes.
  * Are you an Employee? Ask your employer to update your number in the portal. After that, it will work immediately.
  * Are you an Employer? Send an email with your company name and the correct mobile number to <contractadministratie@zekerarbo.nl>. We will adjust this for you.

</details>

<details>

<summary><strong>Logging in: Password or link does not work</strong></summary>

Problems with activating via email or old passwords.

* Status: Solution available.
* Impact: Many users.
* Expected solution: Immediately (can be solved by yourself).
* Action needed? Yes. Use the 'Forgot password' function on the login page to arrange a new password and access immediately yourself.

</details>

<details>

<summary><strong>Employer portal (absence): "error" message after logging in</strong></summary>

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

* Status: Solution available.
* Impact: Some users.
* Expected solution: Immediately (can be solved by yourself).
* Action needed? Yes. Try the following steps:
  1. Clear the cookies and cache of your browser.
  2. Try logging in via an Incognito window (Private window).
  3. Still not working? Then try it via another internet browser or computer.

</details>

<details>

<summary><strong>Backlog in email handling</strong></summary>

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

* Status: Being worked on (Extra capacity deployed).
* Impact: Longer waiting times for email responses.
* Expected solution: We are working hard with an expanded 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 way we prevent your urgent question from being overlooked. For non-urgent questions, we ask for your patience.

</details>

<details>

<summary><strong>Resolved - Problems resetting Two-Factor Authentication (2FA)</strong></summary>

It happens 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 as a result and therefore cannot view their documents, feedback, and appointments, solving this problem has top priority for us.

* Status: **Resolved**
* Impact: Employees cannot log in and have no access to their file.
* **Solution**: During login, choose 'Or send code via SMS' to receive an SMS with a 2FA code.

</details>

<details>

<summary><strong>Duplicate employees in portal</strong></summary>

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

What's going on? Due to the migration, some files are incorrectly shown twice. Often one of the two files is empty (no history or documents).

* **What should you do?**
  * Check both entries for the employee.&#x20;
  * Use only the file that contains data.&#x20;
  * You can ignore the empty file; do not take any actions on it.
* Status & Solution: We are working on an automatic correction to remove the duplicate, empty files.&#x20;

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

</details>


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