Help centre / Your account, billing and support
Get help from our team
Raise a request from inside KivoHR, see when a person will reply, and choose whether our team may look inside your account.
What you'll need: What happened, and when, A screenshot, if it helps.
Press Help and support at the bottom of the sidebar.
More detail
Account owners see every request from your organisation; everyone else sees their own.
Raise a request
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Step 1: Press Add a request.
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Step 2: Choose what it's about, and give it a Subject.
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Step 3: Say What happened, or what do you need?, and What did you expect to happen? Add a screenshot if it helps.
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Step 4: Press Send request.
More detail
It says when a person will reply by, such as "today at 14:30".
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You're emailed when we reply. Answer with Send reply, and press This is sorted, mark as resolved when it is.
Let our team look inside your account
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Step 1: On your request, press Allow access, and choose for how long.
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Step 2: We see it read-only, with personal and pay details hidden.
More detail
Every visit is listed under When our team looked inside your account.
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Step 3: Press Stop access now to end it at once.
Stuck?
A page said "Something went wrong"
It shows a Reference, ten letters and numbers. Raise a request and put the reference in it: it takes us straight to what happened.
It says "This request is closed"
A resolved request stays open to replies for 7 days. After that, raise a new one.
I can't press Allow access
Only the person who raised the request, or an account owner, can allow access, and only while the request is open.
I can't see a request a colleague raised
You see only your own. An account owner sees everyone's.
I didn't get an email when you replied
Check Notifications in your account: the email for a reply from our team may be off. Your request always shows our replies.
Our reply is late
The request says so. Our first-reply targets for each plan are in our terms.
Thanks. That helps us make the guides better.