Support
How to get help, who to contact, and what to include in a problem report.
Getting help and contacting support
There are two different places to get help, and they reach different people. BlueOneHR support is the team behind the product, reached by e-mail or WhatsApp. Help Desk tickets go to people in your own organisation.
Contact BlueOneHR support
These are the contacts the BlueOneHR website lists on its Contact page and in its footer:
- E-mail: support@blueonehr.com. The website suggests it for a pricing conversation or a technical question about your own setup, when you would rather write it down.
- WhatsApp: WhatsApp support. The website suggests it for pricing, a migration or a question about your own setup.
The same WhatsApp support link, together with Terms and Privacy, is in the footer of the Control Panel pages where you start a trial, join a workspace and sign in to the billing portal.
Support hours and response times are not published. The website does not state any, so this page does not either, and no support level or turnaround is promised here.
If you are an employee and cannot sign in, ask your HR team first: see Signing in. For questions about the price of the plan, or about an invoice, see Trial, pricing and billing.
Raise a ticket inside BlueOneHR
Help Desk is your organisation's own ticketing screen. It is how you tell your own HR or IT team about a problem. The Forward To choices on the form are departments, job positions and people in your own workspace, and nothing on the form addresses BlueOneHR itself, so use the contacts above to reach BlueOneHR.
- Open your organisation's BlueOneHR. If you have a Help Desk item in the sidebar, choose it, then Tickets. Otherwise choose My Tickets, which opens the same Tickets list.
- Select + Raise Ticket.
- Fill in the required fields, which are marked with an asterisk: Title, Owner, Description, Ticket Type, Priority, Status and Forward To. Deadline, Tags and Attachments are optional.
- Select Raise Ticket.
The ticket then appears in your My Tickets list. For what each list shows, and the other Help Desk screens, see Help Desk and FAQs.
What to put in a problem report
Whichever route you use, a report that answers these questions can usually be acted on without a second round of questions:
- What you were doing. The page or menu path you were on, and what you selected, in order.
- What you expected to happen.
- What actually happened. Quote any message on the screen exactly.
- When it happened, with the date and time, and whether it happens every time or only sometimes.
- Which workspace and account it was, so the person helping can find the right one.
- A screenshot, if you can. Check it before you send it: crop it or hide anything personal, such as salary figures, bank details or identity numbers. Never include a password, a sign-in link or a one-time code in a report or a screenshot.
Terms and privacy
The Terms of Service and the Privacy Policy are on the BlueOneHR website. They are the same pages the website and the Control Panel link to in their footers.