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.
 

Chat Support and Live Messaging

The chat support (help widget) is accessible 24/7 from your Remote dashboard. You can get help through RemoteAI chatbot, connect with our Customer Care team through Live Messaging from Monday to Friday, or create a support ticket.

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
• If you need more help, you can ask to speak with a live agent
• If RemoteAI doesn't respond to your question, mark it as "not helpful" to see three options: chat with a live agent, create a support ticket, or resume AI chat

Your chat features:

• Conversation history saves automatically while you're logged in
• Attach screenshots (JPG, PNG, WEBP up to 20 MB) - note that our AI system does not read images, so if needed, you can ask to be connected to a support agent
• Track support tickets directly from the chat widget

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

General inquiries: help@remote.com

We strive to respond to all inquiries within 24 hours.

Payroll customers: gp-help@remote.com

Our Payroll Client Services team will get back to you via 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 challenges you're facing
• A screenshot in case you are experiencing an error
• If 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.