Contact the Humaans team by live chat or email from the Support page in your account. Live chat and the Support page are available to people with Owner, Admin, or Finance permissions. Billing, subscription, and pricing questions go to a separate address.
From the Support page, access chat and email support, billing support, the Help Centre, API documentation, and a place to submit your feedback.
Start a live chat
Live chat reaches the Humaans team directly and suits short or urgent questions.
Visit Support in the main navigation.
Click Open live chat on the Chat to Support card.
Click Send us a message.
Enter your question in the message field.
Click the send icon to start the conversation.
To send an attachment, click the paperclip icon.
Leave and return to a chat
The chat icon stays hidden until you open a chat or a reply arrives. Once a reply arrives, the icon stays visible for the rest of your session, so you can return to the conversation from any page.
If you leave and return to the tab you're viewing Humaans in, the chat icon will still appear in the bottom-right corner. If you log out of your account or refresh the browser, the icon disappears. If this happens, go to Support > Open live chat > Messages > open the chat and continue.
Follow up on a previous live chat
Open the chat icon in the bottom-right corner of the screen.
Click the Messages tab.
Select the earlier conversation to reply in the same thread.
If the icon isn't visible, visit Support and click Open live chat.
Failed to load chat
If you see a "Failed to load chat" message, reload the page and try again. A browser extension or network policy that blocks third-party scripts can stop the chat from loading.
Send an email
Email suits longer questions with lots of detailed context. Email is more suited to complex requests that could take some time on our end. To send an email to support:
Visit Support in the main navigation.
Find the Email Support card.
Click Email team@humaans.io to open a draft in your email service.
Write your question and send it.
To email the team without opening Humaans, write to team@humaans.io. For verification purposes, we ask that you email us from the address you use to sign in to your Humaans account.
Note: Please refrain from emailing the Support team's individual email addresses. For a prompt response, write to team@humaans.io.
What to include in your message
For an efficient support experience, please try to include the following details in relation to your question:
The name of the person, document, or record you're asking about.
The title of the page you were on (e.g. "Onboarding UK - Contractors"), or a link to it.
What you expected to happen, and what happened instead.
The exact wording of any error message.
A screenshot or screen recording that shows the problem.
The steps you've already taken, and the guides you've read.
Attach screenshots as files. Images embedded in the body of an email don't always reach the team.
Note: If you have a question about a separate topic, please start a new messaging thread. This avoids long, convoluted conversations, and allows us to collect data more accurately.
Contact us about billing
Billing questions go to accounts@humaans.io rather than to general support. Use this address for:
Invoices, receipts, and payment methods.
Subscription renewals and cancellations.
Seat counts and plan changes.
Overdue payments and account suspensions.
For questions about which plan fits your company, or about pricing for a plan you don't hold, write to your CSM or message general support.
Find answers without contacting support
The Help Centre contains step-by-step guides and best practices for features across the Humaans platform. To open it, visit Support and click Open help center, or visit the Humaans Help Centre directly.
If your company has the AI Companion enabled, you can ask it a question in your own words and it will search the Help Centre alongside your company's own documents. To learn more, visit Using the AI Companion.
For questions about reading or writing Humaans data programmatically, visit the Humaans API docs. Support can't debug custom code, but they can confirm whether an endpoint behaves as documented.
Submit product feedback
Feedback reaches the Humaans product team and isn't a support request, so it doesn't receive an individual reply.
Visit Support in the main navigation.
Find the Submit Feedback card.
Click Open feedback.
Enter your feedback in the message field.
Click Send.
To report something broken, contact support instead. Feedback is read, but it isn't tracked as an issue.
What we can't help with
Humaans support can't assist with the following.
Your company's HR policies. Support can't tell you how much leave you're entitled to, what your notice period is, or how your company's policies should work.
Custom code. Support can't write, review, or debug scripts and integrations built on the Humaans API. They can confirm documented API behaviour.
Legal, tax, and payroll advice. Consult a qualified professional.