Online Support

First operating instructions for Online-Service

The Online-Service will make cooperation in many fields of commercial credit and guarantee insurance easier for you. The direct access to our databases enables you to simplify and accelerate your work routines.

These instructions will provide you with the necessary information to work with the Online-Service. You can find further information directly on the appropriate Internet pages.

1. Minimum requirements

PC 200MHz

Microsoft Windows NT 4.0 / 95 / 98 (SE) / Me / 2000 / XP (SP1, SP2) / Vista or Mac OS X 10.4

32 MB RAM

Microsoft Internet Explorer 4.01 or higher, Netscape Communicator 4.5 to 4.75, Mozilla Firefox 2.0+ or Safari 2.0+ (Mac OS)

Java 1.1 to Java 1.6-capable Browser (Sun VM or Microsoft VM) or for Mac OS J2SE 5.0 (JRE 1.5.0)

Screen resolution of 800x600

ISDN or comparable

In addition we recommend you to use either Microsoft Internet Explorer 7 or Mozilla Firefox 2.0+, Sun VM (JRE) 1.6+ or for Mac OS J2SE 5.0 (JRE 1.5.0), DSL (1Mbit downstream) or higher

2. Preparation for the first start

If you use the Internet Explorer, you should make sure before the first start that the settings of the Internet Explorer are as described below.
If you use the Netscape Communicator, you can skip the following section and continue with Paragraph 3.
To ensure error-free use of the Online-Service, please carry out the following steps:
1) To begin with make sure that the Internet Explorer is not opened.
2) Click 'Start' on the task bar, and then 'Settings' and 'Control Panel'. Please double-click the symbol 'Internet options' in the 'Control Panel' window.
3) Now select the tab 'Advanced' in the 'Internet Properties'. The list of options which you will find there should contain a section with the title 'Microsoft VM' or 'Java VM'. Please place the checkmark in the boxes as shown below:

Exit the 'Internet Properties' window by clicking 'OK'. You can also close the Control Panel window.

3. Calling the Online-Service

You can call the Online-Service directly using the Internet address stated in the personal letter sent together with this information.

After calling this Internet address, you will receive on your screen a request to identify yourself to Euler Hermes Internet server.

The user name and the network password must be entered (not to be confused with your personal User-ID and your personal password for the following, second log-on) in this window. You will find the user name and the network password in the letter with which this information was enclosed.

After making the necessary entries, clicking the 'OK' button and then confirming the following alert message with 'OK', the start page of the Online-Service will be loaded.

During the loading process the following security warning should pop up:

(Depending on the browser used the security warning may have a different appearance.)

Please confirm this security warning with 'Yes'.
Note: It would be the best for you to add this Internet page to your favourites and/or bookmarks in the browser straight away to make sure that you can easily call this page again at any time.

4. Logging on to the Online-Service

The start page is completely loaded when the logon dialogue window for the Online-Service depicted below is shown on the screen. Now you can identify yourself as user with your personal User-ID and your personal password. Both your personal User-ID and your personal password will be transmitted in encrypted form in a secure session.

The password for the first logon (start-up password) must be changed immediately after logging on to the Online-Service for the first time. The steps which are required to do so and the rules governing the forming of your new, personal password are described below.

5. Password rules

The forming of a password for the access to the Online-Service is subject to certain rules. You will get detailed informations after your registration.

6. What to do next?

After you have successfully logged on the Online-Service, another window will open with the Online application. Please enter your user data in the appropriate fields and then click the button 'Store changes'.

Now you have successfully logged on for the first time. The Online-Service is ready for your use.
If you require further information on the entire application and contextual assistance, please click the button 'Help' in the heading line.

In this heading line you will also find a 'Start' button with which you can always return to this start page within the Online-Service.

If you want to quit the Online-Service, please click the button 'Quit'.

7. Who to contact?

Should any problems arise in connection with the Online-Service, please do not hesitate to turn to the Online Support. You can contact them in Hamburg during the service hours:

Monday to Thursday 8.00 a.m. - 5.30 p.m.
Friday and working days preceding official holidays 8.00 a.m. - 4.00 p.m.

via phone
+49 (0) 40/88 34-19 00
and our service staff will be pleased to help you.

or send an e-mail to:
online support

If you have any questions regarding your policy of commercial credit insurance, please get in touch with your regular contact person at the nearest branch office of Euler Hermes. The branch offices also offer an introduction into the use of the applications of the Online-Service free of charge.

If you have any technical questions regarding your commercial credit insurance, please contact our customer service at the telephone number
+49 (0) 40/88 34-35 36.

If you have any questions regarding the contents of Avalkredit-Online (Guarantee insurance), please contact one of our Bond and Guarantees Teams at the telephone number
+49 (0) 40/88 34-20 96
or the contact persons who are already known to you.

In case of a technical failure of the Online-Service, the following fax number is available through which you can send us your urgent credit limit applications at the Online credit rating fees agreed with you:
emergency fax number +49 (0) 40/88 34-3039.

In case of a technical failure of Avalkredit-Online (Guarantee insurance), you can use the following fax number for your urgent applications: emergency fax number
+49 (0) 40/88 34-20 90.

In addition to these, you can use the online feedback form to send observations, proposals and criticism to Euler Hermes homepage at any time

8. Service times

The web server of the Online-Service is in operation at the following times (except for official holidays):

Monday to Friday from 7.00 a.m. until 7.00 p.m.
and from 7.15 p.m. until 6.30 a.m.

1st Friday of each month from 7.00 a.m. until 4.00 p.m. and from 7.15 p.m. until 6.30 a.m.

Saturday from 7.00 a.m. until 4.00 p.m.

Sunday from 9.00 p.m. until 6.30 a.m.

The Web server of Avalkredit-Online (Guarantee insurance) is in operation at the following times (except for official holidays):

Monday to Friday from 7.00 a.m. until 7.00 p.m.

1st Friday of each month from 7.00 a.m. until 4.00 p.m.

Saturday from 7.00 a.m. until 4.00 p.m.