Best wishes for the year of the Dragon!
Our Customer Success teams across Asia will observe special holiday hours during the festive period. Below are the support hours for each region, with all times in the local time zone for the specified location:
- Our offices in Singapore and Kuala Lumpur will be closed from midday on Friday, 9 February and will reopen at 9am on Tuesday, 13 February.
- Our offices in Kobe and Yokohama will be closed on Monday, 12 February only.
Physical orders placed during this period will be processed on Tuesday, 13 February. For urgent orders during this time, please follow our out-of-hours process.
Out-of-hours digital order support
For emergency support outside of regular hours related to digital permits or scanned charts, contact the Order Management Team by telephone and send an email regarding requirements:
1. Telephone: +65 6545 9880
- Press '2' for Support for products
- Press '2' for Help in placing an order
- Press '2' for the APAC Team
- Press '2' for emergency Digital Products permit requests
2. Email: urgent@oneocean.com
- Subject: include "Urgent: [Vessel Name], [IMO Number]"
- Attach the basket file or product listing to your email.
24/7 technical support
You can contact our 24/7 Technical Support team for assistance at any time via our hotline at +44 (0)199 280 5501.
Alternatively, please send an email to support@oneocean.com.
Please include the vessel name and IMO number in the subject line and provide the below information for your enquiry:
1. Details of the issue and time of occurrence
2. The version of OneOcean software installed onboard, and the week number of DVD media
3. A screenshot of the error message
