Customer service

I cannot sign in after purchasing access.

Your account is created in the DVV Media Group customer portal. If this is your first login after a platform update, you may need to reset your password. Use the "Forgot password?" link on the sign-in screen. If problems persist, contact us with your order number.

My access expired before my licence period ended.

Contact us immediately with your order confirmation. We will restore access within one business day.

I need a VAT invoice for my purchase.

Invoices are sent automatically to the email address used at checkout. For duplicates or corrections, email service@dvvmedia.com with your order number.

I ordered the wrong package.

Contact us within 14 days of purchase. Upgrades are available at any time; downgrades or refunds are handled case by case in line with our Terms and Conditions.

A dashboard is not loading.

Dashboards are powered by Amazon QuickSight and require a stable internet connection. Try refreshing the page. If the issue persists for more than a few minutes, contact us and include the name of the dashboard and the error message if one is displayed.

I cannot download the PDF export.

PDF export uses your browser's rendering engine. Ensure pop-ups are not blocked and that you have sufficient disk space. If the download fails repeatedly, try a different browser.