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12Build is down... what now?

Find a solution immediately if you do not have access to 12Build. In this article, we explain which steps you can take if the platform is unexpectedly unavailable and how to contact our support team.

What will you find in this article?

  • Self-help for connectivity issues: What you can do right away to restore your connection.

  • Contacting Support via chat: How to request help using the chat feature.

  • Contacting Support by phone: Contact information for direct contact.

Summary

When 12Build is unavailable, our developers resolve the issue within 15 minutes in most cases. You can try refreshing the page yourself or contact 12Build Support directly via chat or phone.

Terms and Target Audience

This article is intended for all users of the 12Build platform who are experiencing issues due to a malfunction or technical problem causing the website to not function properly.

Troubleshooting

12Build makes every effort to keep the systems available. If the system still freezes or fails to load, you can try the following steps:

  1. Wait a few minutes; our technical teams are immediately alerted to outages and often resolve them within 15 minutes.

  2. Refresh the page in your browser.

  3. Press the F5 key on your keyboard to reload the page.

Contact Support via chat

If refreshing the page does not help, you can communicate directly with our support team via the built-in chat feature.

  1. Locate the chat icon in the bottom right corner of your screen on the website or in the app. 

  2. Click the icon to start a conversation.

  3. Type your question or describe the issue you’re experiencing.

Contacting Support by Phone

Do you require an immediate answer, or is the website completely inaccessible, preventing the chat from functioning? In that case, you can reach us by phone.

  1. Please have your customer information or username ready.

  2. Call 12Build Support at 088 022 8420.

  3. Our staff is available on weekdays between 8:00 AM and 5:00 PM.

Frequently Asked Questions (FAQ)

Question: How do I know if an outage is affecting only me or everyone? Answer: You can check this by refreshing the page with F5. Is the problem still there? Then check our status page or contact Support via chat.

Question: Can I get support outside of business hours in case of an outage? Answer: Our phone support is available until 5:00 PM. However, our developers monitor the systems 24/7 and will intervene immediately in case of major outages, even outside of business hours.

Troubleshooting

  • Symptom: The page remains blank or displays a 404/500 error message after logging in.

    • Cause: There may be a temporary interruption in the server connection or an outdated browser cache.

    • Solution: Press Ctrl + F5 (hard refresh) to fully reload the page and clear the cache.

  • Symptom: The chat icon is not visible on the page.

    • Cause: An ad blocker or a strict firewall may be blocking the chat functionality.

    • Solution: Disable any ad blockers for 12Build or contact us by phone at 088 022 8420.