Giving first-line support and escalating to Evenpay

As a partner, you are often your client's first point of contact. Most questions can be answered with this help center. When something needs Evenpay, escalate it to support with the right details.

Check these first

• Is it a role issue? Many "I can't see it" questions come from the user's role. See Roles: what Administrators, Managers and Employees see.

• Is it an Early Access feature? Copilot, Policies and Offers & moves must be turned on in Settings → Organization → Early access.

• Is the data in place? Many figures need an analysis, a pay band or enough employees. See the Troubleshooting & FAQ collection.

• Is it an import or sync problem? Check the import error report or the connection's Sync History. See My import has errors and An integration sync failed.

• Did something change? The audit log shows who changed what and when. See The audit log.

When to escalate

Contact Evenpay support when:

• something doesn't work as described in this help center;

• a setting says to contact support, for example requiring SSO for everyone or setting up the pay information portal address;

• data looks wrong and you can't find the cause.

What to send

Email support@evenpay.io and include:

• the client's organisation name;

• what the user was trying to do, what they expected and what happened;

• the page and the approximate time;

• a screenshot, if possible, with personal data hidden.

Good to know

Evenpay support can't sign in as a user or see the app through their eyes, so a clear description and screenshot help a lot.

For our AI and security commitments, see the Evenpay Trust Center.

Related articles

• Contacting Evenpay support

• Roles: what Administrators, Managers and Employees see

• Working across several client organisations

• Setting up a client organisation