Knowing when and where to contact support saves you unnecessary waiting. At Aiden you have three support channels, each designed for a different type of enquiry, and all with clear response times so you know what to expect.
Typical response times
- Live chat: immediate response (business hours). The ideal channel for quick questions — how to do something in the dashboard, the status of a process, an access problem.
- Email: maximum 24 business hours. Perfect for enquiries that require reviewing your case carefully or attaching documentation.
- Advisor appointment: subject to calendar availability. The best option for complex matters — tax, your company’s obligations, decisions worth discussing in detail.
Operating hours
Monday to Friday: 9:00–18:00 Madrid time (CET/CEST). If you write outside those hours or at weekends, your message is queued and we’ll handle it when service resumes — response times are calculated in business hours.
How to get a faster response
- Write from your account email — this lets us locate your services without additional questions
- Include all details in your first message: what you were trying to do, what error you’re seeing and how long it’s been happening
- Attach screenshots if the problem is visual — one image resolves many back-and-forths
- One topic per conversation — if you have several different queries, separate them so each reaches the right specialist
💡 Tip: before opening a ticket, try asking Lunnar, our intelligent assistant, available 24/7 in the chat. It resolves most common questions instantly and, if your case needs someone from our team, it will let you know.
Ready to get in touch? Open live chat from your dashboard or email us at support@aiden.es — we’ll respond within the times stated above.