Customer Support
We're here to help you get the most from Citicus ONE. Our support team is available to assist with technical questions, product guidance and account management.
Email Support
Send your query to our support team and receive a response within one working day.
Phone Support
Speak directly with our support team during business hours for urgent matters.
Mon–Fri, 9:00 AM – 5:30 PM GMT/BST
Account Management
For billing, licensing and account-related enquiries, contact our accounts team.
Support Levels
Standard Support
Included with Essentials plan
- Email support
- Response within 1 working day
- Online documentation
- Platform status notifications
Priority Support
Included with Professional plan
- Email and phone support
- Response within 4 working hours
- Online documentation
- Platform status notifications
- Quarterly review calls
Enterprise Support
Included with Enterprise plan
- Dedicated account manager
- Response within 2 working hours
- Phone, email and video support
- Custom SLA
- Monthly review calls
- Priority feature requests
Common Questions
How do I reset my password?
Use the "Forgot Password" link on the Citicus ONE login page. If you continue to experience issues, contact support@co2compliance.co.uk.
How do I add new users to my account?
Account administrators can add and manage users directly within Citicus ONE. Navigate to the Administration section to invite new users. If you need to increase your user limit, contact our sales team.
Is my data backed up?
Yes. All customer data is backed up daily with encrypted backups stored in geographically separate locations. Our disaster recovery procedures are tested regularly.
What browsers are supported?
Citicus ONE supports the current and previous major versions of Google Chrome, Mozilla Firefox, Microsoft Edge and Apple Safari.
How do I report a security issue?
If you discover a potential security vulnerability, please report it immediately to security@co2compliance.co.uk. We take all reports seriously and will respond promptly.