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Information to Include in Support Requests

In order to receive the quickest and most accurate responses, please include as much of the following information as possible when submitting a support request:
InformationDescription
request_idreturned after making a request
company_idassociated with the access token, can be found in the developer dashboard or from the /companyor /introspect endpoints
job_idfor deductions only, returned after calling the benefits endpoints
individual_idthe finch generated id returned from /directory endpoint, necessary when asking about specific pay statements or individuals
benefit_idthe finch generated id returned from the /benefits endpoint, necessary when asking about specific benefits

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How to Contact Support

You can submit tickets to our support team via email, Slack, or our support portal. Our support team is available Monday to Friday, 9am to 8pm EST. We aim to respond to all support requests within 24 hours.

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Support Portal

When you submit a ticket via our support portal, you will receive an email confirmation with a ticket number. You can use this ticket number to track the status of your request.

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Email

You can email our support team at developers@tryfinch.com

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Slack

If you are on a Pro or Premier plan you can tag our support team in your shared slack channel using @FinchSupport.

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Developer Success Engineer

If you are on a Pro or Premier plan, you will be assigned a dedicated Developer Success Engineer. Your Developer Success Engineer will be your main point of contact for all technical questions and support requests. They will work with you to ensure that you have everything you need to be successful with Finch.