When contacting Factorial’s Support team by phone, you may be asked to provide a specific Identification Number. This number helps us verify your identity and acts as an additional security measure to ensure that your personal and company data remain protected.
You can easily locate this number from your Factorial account on the web version.
Important:
This Identification Number is not the same as the Employee ID or User ID described in this article.
Please make sure to provide the correct number when calling Support.
Why this identification number is important
This number is used as part of our identity verification process. Along with other internal security checks, it helps us confirm that the person calling has legitimate access to the account. This ensures that your information and your company’s data remain safe and secure at all times.
Where to find your identification number
To find this number, follow these steps:
- Log in to Factorial from your web browser
- Look at the bottom-right corner of the screen
- Click on the question mark icon (?)
- A panel will open displaying your Identification Number for Phone Support
- Provide this number when calling Support so we can identify your account and assist you more efficiently
How this ID differs from other IDs in Factorial
Factorial provides different types of IDs for different purposes:
1. Phone Support Identification Number (This one)
- Used to verify your identity during phone support.
- Acts as a security measure.
- Found in the ? icon in the bottom-right corner.
2. Employee ID
- The employee ID is your official identification number (such as your national ID, DNI, or passport), and it's the one required when clocking in via the ID method.
- Found in your Employee Profile.
- Not used for phone support.
3. User ID
- An internal identifier used by Factorial.
- The employee company identifier is a custom internal code that your company may assign.
- This is not used for time tracking.
- Not used for phone support.
FAQ
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Why I can't see the ? icon at the bottom of the screen?
This usually happens when the interface cannot load the support panel. Please try the following:- Make sure you are using the web version of Factorial (not the mobile app).
- Refresh the page.
- Clear your browser cache or try opening Factorial in an incognito/private window.