Factorial offers different support channels depending on what you need help with. Choosing the right one is the best way to get the fastest possible answer.
Use this guide to find the right channel for your request.
Quick reference
If you need help with... |
Go to... |
|---|---|
“How do I...?” questions, setup guidance, or troubleshooting |
One / Help Center |
Invoices, payments, billing history, or seat history |
Billing section |
Incidents or technical requests |
Support form, phone, or chat |
Changing your plan or renewals |
Your Account Manager |
Start with One & Help Center
For product questions and guidance, you have two resources available 24/7: One and the Help Center.
Ask One
One is Factorial's AI assistant, available directly inside the platform 24/7 with no queue.
Because One can take your account context into consideration, it can provide guidance based on your Factorial configuration rather than only giving generic instructions.
Use One for:
- How-to questions about Factorial modules
- Step-by-step guidance for setting something up
- Understanding how a feature or configuration works
- Troubleshooting product questions
- Finding the right Help Center article
For many questions, One can give you an answer immediately. If it can't resolve your request, it can help guide you towards the right next step.
Where to find One:
Click the One icon in the top-right corner of the Factorial platform.
You can also learn more about One and how to use it here.
Check the Help Center
The Factorial Help Center is also available 24/7, so you can search for answers whenever you need them without contacting Support.
Use the Help Center to:
- Find step-by-step guides about Factorial features
- Learn how to configure and use different modules
- Check instructions whenever you need them
- Find answers to common product questions
Use the Billing section for invoices, payments, and seat history
For requests related to your existing invoices, payment method, and current subscription, you can manage or check the information directly from the Billing section without contacting Support.
From the Billing section, you can:
- Download invoices
- View your billing history
- Update or replace your payment method
- Consult your seat history, see how many seats you have and how that number has changed over time
Get billing help through the chat
Inside the Billing section, you'll also find a chat available 24/7 where you can ask questions about billing and subscription-related topics.
The chat can provide personalized information based on your account, helping you understand your invoices, payments, subscription, and seat history.
Where to find it:
Look for the billing chat icon in the bottom-right corner of the Billing section.
Changes that require Support
There are two billing changes that cannot be completed directly from the Billing section:
- Changing your VAT/tax ID
- Changing your company billing name
For either of these requests, submit the Change VAT or company billing name form.
Contact Support for technical issues
If something isn't working as expected, you can contact our Support team. Choose the channel that best matches your request and its urgency.
Support form
The Support form is the best option for requests where you need to provide a detailed description, screenshots, or additional context.
You can access it from the ❓ Help button, use the appropriate form directly:
-
System & Interface Issues:
- Incidents form: To report a system outage or critical service failure.
-
Technical Queries & Data:
- API or Integrations form For questions regarding integrations and API usage.
- SQL form: For assistance with database queries and SQL-related tasks.
-
Account & User Management:
- MFA form: If you need to reset your Multi-Factor Authentication.
- User deletion form: To permanently remove a user from the platform.
- Change VAT or company billing name form: Updating your VAT/NIF number or Company Billing Name.
-
General Inquiries & Feedback:
- Ask a Question form: For general "how-to" questions about the product.
- Improvements form: To suggest new features or platform enhancements.
Phone
Choose phone support when you'd prefer to talk through your request or need urgent help with a configuration issue.
Phone support is available Monday to Friday, from 9:00 to 18:00 for Europe and LATAM, with local numbers available depending on your region.
Chat
Use Chat for quick questions when you need help from a Support agent in real time.
Chat is available to Admin users only from the ❓ Help button → Chat.
Before submitting a Support request
To help us resolve your request as quickly as possible, make sure that:
- You're logged in with a user with Admin permissions
- You have access to the customer portal, as only invited users can access it
- You've clearly described the issue
- You've included screenshots when relevant
- You've added the steps needed to reproduce the problem
Contact your Account Manager for plans and contracts
Your Account Manager is your dedicated point of contact for questions related to your subscription and contract.
Contact your Account Manager for:
- Changing your plan — including moving to a different plan or adding or removing modules
- Plan changes and commercial discussions — including changes to the plan, plan terms and conditions, and other commercial requests
For account with maximum 50 seats, everything related to billing and subscriptions, including payment-related topics, can initially be managed through the Call Center team and they will redirect the consult to your AM.
Tips for getting help faster
- Start with One. For most product questions, it's the quickest way to get an answer.
- Check the Help Center. You can find guides covering the most common Factorial tasks and configurations.
- Choose the channel based on urgency. Use chat or phone when you're blocked and need immediate help, and the Support form when your request requires more context or documentation.
- Include as much relevant context as possible. Screenshots, employee or document IDs, error messages, and the exact steps you followed can significantly reduce resolution time.