Who should I contact if I need help as a PEO employee?

If you’re employed through Remote’s PEO model, your employer and Remote share responsibilities through a co-employment relationship. Your day-to-day employer (Remote’s client) will be your main point of contact and manages most of you HR queries, like your workload, time tracking, and general communication. Remote takes care of payroll, taxes, benefits, and compliance. 

This article explains who you should contact depending on the type of support you need.

In summary: contact your employer first for most day-to-day cases and only reach out to Remote directly for sensitive HR matters. For quick platform assistance, use the Remote AI chat.

First stop: Your employer

In most cases, your employer is your first point of contact. They know your day-to-day work best and are responsible for handling questions related to:

• When and how much you get paid
• Paid time off tracking or corrections
• Any deductions or reimbursements on your payslip
• Planning or requesting a leave
• Any questions about your employment
• Issues with your payslip
• Harassment, discrimination, or workplace misconduct
• Protected leave rights (like medical or parental leave)
• Confidential HR concerns that need third-party support

If you have questions about your pay or payslip, please contact your payroll administrator. If necessary, your employer will contact Remote on your behalf to help resolve your case.

When to contact Remote directly

You can reach out to Remote directly if you need support with sensitive HR topics, including:

• Change of benefit plans due to a Qualified Life Event
• Confirmation of benefits and where to find benefits packages/ID cards

In these cases, our team will step in to make sure your issue is handled with care, confidentiality, and in line with local labor laws. Check How to contact Remote

See also: Finding your benefits information

You can also get help from Remote AI chat

If you're logged into the Remote platform, you can get quick support using Help Widget through the chat box on your dashboard. This virtual assistant is available 24/7 and can help with common questions, guide you through platform features, and assist with basic troubleshooting. The widget offers the following support options:

1. Instant answers from Remote AI for quick guidance on how to use the platform
2. Through RemoteAI's replies, access to Help Center articles that explain features or processes in more detail

If you're not sure which option to choose, start with Remote AI, it can guide you to the right place based on your question.

How to contact Remote

If you need to contact Remote's support team, the best way to contact us is by email at help@remote.com. This goes straight to our Customer Care team and specialists. We aim to respond within 24 hours.

To help us support you faster, please include details such as:

• What the issue is about
• Any dates or documents that might be helpful
• Screenshots or messages that show the problem (if applicable)

Important: Remote will only ever contact you through our official channels like our platform, verified emails, or support team. If something doesn’t seem right, always check with us directly. 

See also: Remote's Guidelines for Safe Communication and Avoiding Scams