We want getting help to feel effortless. That's why everything you need — from instant answers to raising a ticket with our team — is built directly into the Finity app. No need to leave what you're doing or switch between windows.

Here's a quick guide to what's available and how it all works together.

When you open the support messenger, you'll be greeted by Fini, our AI assistant. Fini is available 24/7 and is trained on our Help Centre content, so it can answer many common questions instantly — whether that's a how-to query, a payroll question, or guidance on a specific feature.

If Fini can resolve your query, great — no waiting required. If not, Fini will hand you over to our Customer Success team and guide you through raising a support ticket.

If Fin isn't able to help, you'll be prompted to submit a support request. You'll be asked to provide a title and a short description of your issue — the more detail you include, the faster our team can help.

Once submitted, your ticket will be assigned to a member of our Customer Success team, who will respond and keep you updated directly within the same conversation. There's no need to follow up by email — everything happens in one place.

Live chat remains at the heart of our support offering. Once a member of the team picks up your ticket, you can chat with them in real time, making it easy to get clear answers and resolve issues quickly.

Sometimes it's quicker to talk through an issue or show it in action. That's why we offer messenger calling and screensharing directly within the app. Our team can jump on a call with you, see exactly what you're experiencing, and work through it with you in real time — no third-party tools required.

Our Help Centre is built into the messenger, so you can search for articles and step-by-step guides without ever leaving the app. It's regularly updated to reflect new features, common queries, and best practices — and it's the same content that powers Fin, so you can trust it's accurate and up to date.

For new features or workflows, we can share guided product tours with you directly through the app. These walk you through key steps at your own pace, helping you get up to speed without needing a call.

After your ticket is resolved, you'll have the option to rate your experience. Your feedback helps us continually improve our support — so please do take a moment to share how we did.

We're committed to making support as straightforward as possible. If you have any questions about how to get help, don't hesitate to reach out — we're always happy to point you in the right direction.