Overview

Use Support in your organization workspace for account-specific questions when you can sign in. This keeps your request, replies, files, and any approved troubleshooting access connected to your organization.

Use the public Contact us form if you cannot sign in, are evaluating FTE Tree, need accessibility help, or have a general question.

Access needed

Activity Access needed
Use the public contact form Available to any user
Create and reply to organization support cases Signed-in organization user
Approve support access Manage support access
Access setup See Permissions and roles.

Create a support case

From your organization workspace, open Support and choose New support case. Enter a subject, category, priority, and message. After submission, the case receives a case number such as SUP-000001.

Use the case number when discussing the request with FTE Tree. It helps us keep the conversation, attachments, and follow-up work connected to the right issue.

Request account recovery

If another active registered user in your organization cannot sign in because they lost access to FTE Tree-managed MFA or need help with a local FTE Tree password reset, an authorized organization security user can open Support and choose Request account recovery.

Account recovery can reset FTE Tree-managed MFA, end active FTE Tree sessions, and send a password reset email when the user already has a local FTE Tree password and verified email. It does not reset Google, Microsoft, or enterprise identity-provider passwords or MFA. For more details, see Account recovery requests.

Send support files

You can attach files when creating a support case or adding a reply. Support files are handled as private organization files:

  • File count and total size limits follow your organization settings.
  • Unsupported file types are rejected.
  • FTE Tree checks uploaded files for viruses and other file safety concerns before anyone can download them from the case. For general upload security and limits, see File attachments and security.
  • Downloads use secure, time-limited links.
  • Files stay tied to the support case and organization.

Do not upload raw payment card data. Payment methods are handled through secure billing pages.

Approve troubleshooting access

Some support requests may require temporary access to help investigate an issue. FTE Tree only uses this access after an authorized user in your organization approves it for a specific support case, scope, and reason.

By default, the following roles can approve troubleshooting access:

  • Security admin

Billing admin, Billing viewer, Import admin, Import reverser, Staffing settings admin, Reporting admin, Sensitive data admin, Collaboration admin, and other non-security presets do not include this access approval permission by default unless your organization creates a custom role that includes it.

Approved access can expire or be revoked. FTE Tree cannot use expired or revoked access to continue a troubleshooting session.

What FTE Tree can access

FTE Tree support access is separate from your organization user list. You do not need to add FTE Tree as an organization user to receive help. Access is tied to the support case and the approval your organization grants.

Support activity is logged, including case activity, approved access, troubleshooting sessions, attachment activity, and billing-related views when billing help is needed.

Billing support

Billing support may require FTE Tree to review billing contacts, subscription status, invoice-related details, billing account references, or subscription references. FTE Tree does not store or display raw payment card data. Payment card collection and card management remain in secure billing pages.

Support can help identify the right billing record, review billing contact and subscription details, and explain what FTE Tree currently knows about your subscription. Support cannot collect card numbers or enter payment details into FTE Tree for you.

Public contact form

The public contact form still works for general questions and situations where you cannot sign in. For account-specific support, use Support in your organization workspace when possible so your request can include files, approved troubleshooting access, and organization-specific history.