Frequently asked questions

How do I contact support?

In the application open Help → Chat in the side menu and write a message — we reply on working days from 9 am to 3 pm, and the reply also arrives by email if you are not in the application at the time. Details: Support chat. If you cannot sign in, write to us through the contact page.

My sign-in code is not arriving

Check your spam/junk folder and that the address is correct. The code is valid for 5 minutes — request a new one. The sender is duplo@email.repsalio.com.

How do I change the programme language?

The programme works in Serbian and English. You choose the language with the SR / EN switch: on the website in the header, and in the application in the side menu next to the theme selection and on the My account page (the “Language” section). The choice is saved with your account: after signing in on another device the programme opens in the account’s language, and the emails duplo sends you (subscription reminders, team invitations, notifications, support replies) arrive in the same language. The choice does not change any data — documents to customers still follow the language set on the document itself, not the programme language. The Accounting add-on is for now available in Serbian only.

Why can I not edit an invoice?

A document sent to SEF or SEO is legally issued and is not changed. A correction is made with a credit note or by cancelling directly from the programme.

I am switching from another programme mid-year — how do I continue the numbering?

In Settings → Numbering set the “next number” to the first free number from the old programme. The programme then continues your sequence and does not allow duplicates. More: Drafts and numbering.

The customer says the email with the document has not arrived

First check the address and ask the customer to look in their spam folder. If the customer is a larger company, their security system can quietly hold the message back — in that case their IT department should look for the sender duplo@email.repsalio.com in quarantine. In the document history you can always see when it was sent and to whom.

Can I try SEF/SEO without risk?

Yes — in the settings choose the demo environment and enter the demo keys from the portal. When you are ready, switch to production with the real keys.

What happens to the data if the subscription expires?

Nothing is deleted: documents can still be viewed and downloaded. Only issuing new ones stops until the subscription is renewed — Subscription and payment.

Is duplo an e-archive? Who keeps the documents for 10 years?

No. duplo is a programme for work, not a certified electronic archive within the meaning of the regulations on archival material. The data is kept in the database and is available for as long as the account exists, but the programme does not put a qualified seal or timestamp on documents and does not keep an archive register on your behalf.

For e-invoices that is not a problem: the Law on Electronic Invoicing (Zakon o elektronskom fakturisanju) prescribes that a private-sector e-invoice is kept for 10 years from the end of the year of issue in the e-invoicing system (SEF) — the obligation is fulfilled by the very act of sending and receiving through SEF, and duplo is only your view of the same documents.

For other documentation (bank statements, payroll runs, travel orders, documents that do not go to SEF) the obligation to keep it stays with the company, under the retention periods of the Accounting Act (Zakon o računovodstvu) (general ledger 10 years, financial statements 20, payroll runs permanently). Every document in duplo has a PDF — download it and file it in your own archive, paper or electronic, as agreed with your accountant.

If you want a certified electronic archive, it is provided by companies entered in the register of qualified trust service providers (in Serbian) kept by the Ministry of Information and Telecommunications (the service “qualified electronic preservation of documents”). The state eArhiv system is mandatory only for the public sector. An overview of the regulations: Keeping electronic documents in the light of eArhiv (Paragraf, in Serbian).

Can I export my data and delete the company?

Yes, yourself, at any time: Settings → Data gives an XML export (per module or everything in a ZIP), and on the same page the Super admin deletes the company in two steps (confirmation by a link from an email). Deletion is permanent; only our invoices issued to the company remain (a legal obligation). Details: Data export and deletion.