Current system status
We have switched to our new system: Scheduling Calendar. The migration is not going smoothly and this unfortunately brings technical challenges.
High volume at customer service Due to 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.
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, and when we expect this to be resolved.
Client portal (Employees): Documents missing
In your personal environment ('My ZekerArbo') it may happen that you do not yet see all your documents.
Status: Resolved.
Impact: Small portion of users
Action needed? No. You do not need to submit a report for this.
Login: Did not receive SMS verification code
You cannot log in because the SMS code is not arriving. The cause is often an outdated or incorrect mobile number (06-number) in our system.
Status: Solution available.
Impact: Small portion of users
Expected solution: Immediate (after number is updated).
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 adjust this for you.
Login: Password or link not working
Problems with activating via email or old passwords.
Status: Solution available.
Impact: Many users.
Expected solution: Immediate (self-resolvable).
Action needed? Yes. Use the 'Forgot password' function on the login page to immediately arrange a new password and access yourself.
Employers portal (absence): Message "error" after logging in
Do you see the message "error" immediately 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: Immediate (self-resolvable).
Action needed? Yes. Try the following steps:
Clear your browser's cookies and cache.
Try logging in via an Incognito window (Private window).
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 handled later than you are used to from us.
Status: Work in progress (Additional capacity deployed).
Impact: Longer response times to emails.
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.
Resolved - Issues with resetting Two-Factor Authentication (2FA)
It occurs that employees no longer have access to their set 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 problem is 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'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 lines 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 solution: Mid-January.
You do not need to report this to the support desk.
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