Getting Help & Contacting Support

⚡ Purpose

This article explains the different ways to receive support, including live chat, phone support, and Astra, the built-in virtual assistant.

It also outlines support availability, which option is best suited for each, and what to expect when requesting additional assistance.

🔐 Access required

Customer Support and Astra are available to both Super Administrators and Team Administrators.

Employees do not have direct access to the Customer Support Team and will be advised to contact their employer or manager if assistance is required with payroll information, schedules, account access, or company-specific policies.

📌 | Note: Employees can utilize Astra for general platform “how-to” questions, workflow guidance, and navigation support. Account-specific troubleshooting and support requests must be handled directly with their company.

📋 Topics covered in this article:

• Live Chat Support
• Phone Support
• Astra Virtual Assistant
• What Happens After You Contact Us
• Frequently Asked Questions

📚 Related articles:

• Accessing Your Customer ID
• Updating Security Session Timeout Settings
• Setting Up & Managing Two-Factor Authentication (2FA)
• Check out our dedicated Account Management section to find how-to guides, FAQs, and more! 

💬 Live Chat Support

Live Chat Support is available Monday to Friday from 9:00 AM to 4:00 PM PST.

To access Live Chat Support, open the Support widget by selecting the question mark (?) icon in the bottom-left corner of the Web App. To connect with a support specialist, type “human” or “support agent” into the chat, and Astra will guide you through the process of connecting with the Support Team.

This option is best suited for:

• Account-specific questions
• Billing or invoice inquiries
• Troubleshooting issues within your account
• Questions about payroll calculations or setup
• Situations requiring direct review from a support specialist

Example questions:

• “On my January invoice, I noticed an additional charge that I don’t recognize. Can someone review it with me?”
• “One of my employees, Sarah Lee, did not have income tax deducted from her payroll. Can someone help me understand why?”

📌 | Note: If a support specialist is unavailable during live chat hours, users can still leave a message through the Support widget, and the team will follow up as soon as possible.

☎️ Phone Support

Phone Support is available Monday to Friday from 5:00 AM to 5:00 PM PST.

To access Phone Support, call the Support Team during business hours at +1 (800) 449-9756. 

💡 | Tip: Have your Customer ID available when calling Support. This helps the team locate your account more quickly and speeds up the verification process.

Phone support is often best suited for:

• Urgent or time-sensitive concerns
• Complex issues requiring back-and-forth discussion
• Payroll situations needing immediate clarification
• Troubleshooting workflows that are easier to explain verbally
• Situations where real-time conversation may help resolve the issue more efficiently

Example questions:

• “I need my payroll to be unapproved because I forgot to remove employees who are no longer with the company.”
• “We’re processing payroll today, and employee overtime is missing from the pay run. Can someone help us review this urgently?”

📌 | Note: If all support specialists are currently assisting other callers, users will be placed into the waiting queue until the next available agent is available. If users are unable to remain on the line, callback options may also be available.

🤖 Astra Virtual Assistant

Astra is available 24 hours a day, 7 days a week, including evenings, weekends, and holidays.

To access Astra, open the Support widget by selecting the question mark (?) icon in the bottom-left corner of the Web App. From there, simply type your question into the chat and Astra will provide guidance, answers, or follow-up questions to continue assisting with the request.

Astra is best suited for:

• General “how-to” questions
• Frequently asked questions
• Workflow guidance
• Platform navigation support
• Understanding how features work
• After-hours assistance

Example questions:

• “How can I add a missing shift for an employee?”
• “How do I pay someone immediately without waiting for payroll?”

📌 | Note: If additional assistance is needed during a conversation with Astra, users can ask for a human agent, and the Support Team will follow up via email.

💡 Tips for Asking Astra Questions

Astra works best when questions are clear and specific.

For the best results:

• Be as specific as possible about the process or feature you need help with.
• Focus on actions such as “how to update,” “where to find,” or “what steps are needed.”
• Avoid hypothetical scenarios or overly broad questions whenever possible.

✅ Good Question: “What permissions does a team administrator need to view an employee’s details in the platform?”

❌ Avoid: “If John earns $50,000 annually, calculate his pay for this period.”

What Happens After You Contact Us

Once a support request has been submitted, the Support Team will begin reviewing the issue and determining the next steps.

Depending on the situation, the team may request additional details (e.g. screenshots) or clarification to help investigate the issue more efficiently.

💡 | Tip: The more specific the details provided, the faster our team can investigate the issue. Helpful details may include the affected employee’s name, the impacted payroll period and schedule week, the specific shift or clock entry, and the steps leading up to the issue.

Updates and communication will continue directly within the support request (ticket) or conversation thread, so progress can be tracked throughout the review process.

If no response is received after a period of time, the request may be marked as solved. However, users can always reply to the conversation later to reopen the request if additional assistance is still needed.

Frequently Asked Questions

Have questions about how to contact our Support Team or where to go for assistance? Whether you need help troubleshooting an issue, understanding available support options, or finding the best way to reach our team, this section provides quick answers to help guide you through the support process.

Q: What is the fastest way to get help?
A: For most general questions or workflow guidance, Astra is usually the fastest support option since it is available instantly 24/7. 

Q: Can Astra connect me with a live support agent?
A: Yes. If additional help is needed, users can ask Astra for a human agent, and the Support Team will follow up accordingly.

Q: What happens if I need to contact support outside business hours?
A: Astra remains available at all times. Chat messages submitted to the Support Team outside business hours will be reviewed once the team is back online.

Q: Who can access Astra?
A: Astra is available to Super Administrators, Team Administrators, and Employees.

Employees can use Astra for general platform questions, workflow guidance, and platform navigation support. However, for account-specific concerns such as payroll information, schedules, or company-specific policies, employees should contact their direct employer or manager for assistance.

Q: Why can’t employees contact the Support Team directly?
A: To help protect account and employee information, the Support Team can only provide direct support to authorized Super Administrators and Team Administrators on an account.

This includes Live Chat Support, Phone Support, and email-based support requests. Employees requiring assistance with payroll information, schedules, account access, or company-specific policies should contact their direct employer or manager for support.

Employees can still use Astra for general platform questions, workflow guidance, and platform navigation support.

📌 | Note: In limited situations, employees may be directed to communicate with the Support Team through email for account recovery purposes, such as Two-Factor Authentication (2FA) recovery.

Q: Why was my support request marked as solved?
A: If no response is received after a period of time, requests may automatically close. Continuing the conversation later will reopen the request if additional help is still needed.

Q: Should I contact Support through Live Chat, Phone Support, or Astra first?
A: Most support questions and requests should be submitted through Live Chat, Phone Support, or Astra so they can be properly reviewed and triaged by the Support Team.

In some situations, the team may direct users to communicate through email for security or verification purposes, such as Two-Factor Authentication (2FA) recovery or account ownership verification.

Using the available support channels first helps ensure requests are routed to the appropriate team member and tracked correctly throughout the support process.

Additional Information

If you experience issues accessing Astra or the Support widget, please utilize our chat or phone support for additional assistance during business hours.