We offer multiple ways to reach our support team depending on your situation. Use this guide to choose the fastest and most appropriate contact option for your needs.

Start here — Which support option should I choose?

Phone support — Use when you prefer to speak with an agent directly; business hours apply. 

Support form — Ideal for non-urgent issues or detailed requests (e.g., bugs, improvements, billing).

Chat — Best for real-time or urgent questions; Admins only (accessible inside the app).

By Phone Support

• When to use:
  If you prefer speaking with an agent or have a situation better handled by phone (e.g., urgent configuration help).
   
• 🕑 Time Schedule:
  9:00 - 18:00 (Europe & LATAM) Monday to Friday.
   

By Chat

• When to use:
  Use chat if you need a fast, live response from our support team.
   
• Who can use it:
  Only users with Administrator permissions can access chat.
   
• Where to find it:
  • Log in to Factorial.
  • Click the ❓ help button at the bottom right.
  • Select the Chat option. 

This option is ideal for urgent questions or quick clarifications.

By Support form

• When to use:
  Use the form for non-urgent questions, detailed requests, or when you want to attach screenshots and full descriptions (e.g., technical issues, feature requests, billing changes).
   
• How to submit:
  • Log in to the Factorial platform.
  • Click the ❓ help button (bottom right).
  • Select Drop us a line.
  • Complete the form and submit.

What to expect:
Once submitted, you’ll receive a follow-up via email or inside the ticketing system. Our team will respond as soon as possible.