How do I contact Remote for support?

Our Customer Care team is here to guide you with questions, technical challenges, or help with using Remote's features.
 

Which contact option should I use?

Chat support and live messaging

The chat support (help widget) is accessible from your Remote dashboard. RemoteAI, our AI assistant, gives instant answers 24/7. Live Messaging connects you with our Customer Care team 24/5 (24 hours a day, Monday to Friday). You can also create a support ticket at any time.

Access chat support:

From desktop: 

1. Log in to your Remote account
2. Click the chat icon in the bottom right corner
3. Start chatting with RemoteAI, our AI assistant

From mobile: 

1. Log in to your Remote account
2. Click on More on the bottom right of your screen
3. Click on Support Chat in the More menu

4. Start chatting with RemoteAI, our AI assistant

   
    

What happens next:

• RemoteAI provides instant answers to common questions
• You can ask to speak with a live agent at any point in the conversation.
• If RemoteAI's answer doesn't solve your issue, select Not helpful to see three options: chat with a live agent, create a support ticket, or resume the AI chat.

Your chat features:

• Conversation history saves automatically while you're logged in
• Attach screenshots (JPG, PNG, WEBP up to 20 MB). Our AI system does not read images, so ask to be connected to a live agent if your question depends on one.
• Track support tickets directly from the chat widget, or use the Support Monitor.

Create a support ticket:

1. Select Create a support ticket
2. Provide additional context about your query
3. Add attachments, such as a screenshot (optional)
4. Submit your ticket

Once submitted, you'll receive a ticket number and confirmation email with the conversation transcript and a link to track your ticket. You can also manage and track the status of your support tickets through the Support Monitor.

Email Support

Prefer email, or need our Payroll team directly? You can also reach us this way:

• General inquiries: help@remote.com. We aim to respond within 24 hours.
• Payroll customers: gp-help@remote.com. Our Payroll Client Services team will get back to you by email. See our Payroll Service Level Agreement for more details about roles and responsibilities.

When emailing, please include:

• As much detail as possible about your question or the technical challenge you're facing
• A screenshot in case you're experiencing an error
• Whether you have enabled the mimic feature for enhanced support

This helps our team quickly understand and solve the problem. Depending on what you need help with, our Customer Care team may need to get feedback from one of our specialist teams to get you an answer.

Security Reminder

Remote only communicates through official channels (our website, verified email addresses, and support platforms). If you're unsure about a communication's authenticity, contact us using the methods above. See our guidelines for avoiding scams for more information.