Overview

Use Contact support in the Help menu or the public Contact support form when you need help with FTE Tree. The support form opens in a new browser tab and is also available when you cannot sign in.

If you are evaluating FTE Tree, want a walkthrough, or need tailored pricing, request a demo. For media, partnerships, vendor, legal, privacy, or other company questions, use General inquiries.

Support conversations remain private to the support request. They do not appear in your organization’s activity history, search, reports, or user pages.

Access needed

Activity Access needed
Open Help and Contact support while signed in Any signed-in user
Use the public support form Available to any visitor
Change organization data or access after receiving guidance The permission required for that action
Access setup See Permissions and roles.

What to include

Provide enough detail to identify the problem without sending confidential credentials or unnecessary customer data:

  • the organization name, if the question concerns an organization
  • a short description of what you were trying to do
  • the steps that led to the problem
  • the exact error message, with personal or confidential values removed
  • the browser and device type when the issue is visual or sign-in related

Never send passwords, multi-factor authentication codes, recovery codes, sign-in secrets, full credit card or payment details, or private employee and compensation data through the support form. FTE Tree will provide separate instructions if additional information is needed.

Sign-in and account access

Use the password-reset and MFA recovery options on the sign-in pages first. Recover a Microsoft, Google, or company sign-in method with that provider. If you still cannot sign in, use the public support form and do not send a password, MFA code, or recovery code.

An organization administrator can manage organization membership and access roles but cannot ask FTE Tree to bypass another person’s sign-in requirements through an organization page.

Billing questions

For a billing question, include the organization name and describe the subscription or invoice issue. Payment methods remain on the secure billing pages. Do not enter card numbers or other payment credentials in a support message.

Activity history

Support messages and replies do not appear in your organization’s activity history or billing activity. Use the support form or the reply link in a support email to continue the conversation.