If you need help with Finity, this article explains how our support process works and what to expect at each stage.
Before raising a ticket — our AI assistant, Fini, is available 24/7 and can resolve many common questions instantly. You'll have a chance to try Fini first before submitting a ticket.
What happens when you contact us
1. Open the messenger and choose your query type
Click the chat icon in Finity and select the option that best describes your query — for example, I have a question, Something isn't working, or I'd like to request a feature.
2. Fini tries to help you first
For most query types, our AI assistant Fini will respond with relevant guidance or Help Centre articles. If Fini resolves your query — great! If not, you'll be offered the option to raise a support ticket.
3. Submit a support request
You'll be asked to complete a short form with a title and description of your issue. The more detail you provide, the faster our team can help.
Click Create ticket to submit.
4. Your ticket is picked up by our team
Once submitted, a member of the Finity Customer Success team will be assigned to your ticket. You'll receive updates directly in the messenger conversation.
5. Resolution and closure
Once your issue is resolved, your ticket will be marked as resolved and closed. You may be asked to share a quick rating to help us improve our service.
What to expect from us
Response times — Our team works to acknowledge and respond to tickets within agreed SLA timeframes based on priority. To learn more about response times, please visit this article: How we prioritise your support requests
Updates in the messenger — All communication about your ticket happens in the same conversation thread and is also sent to your email.
Escalation when needed — If your issue requires input from our development team, we'll escalate internally and keep you updated throughout.
Tips for a faster resolution
Include the name of the worker or payroll record affected
Mention the tax week or pay period if relevant
Describe what you expected to happen vs what actually happened
Attach a screenshot if you're seeing an error message