Contacting support

Before you write, the question that saves the most time isn’t what do I say but who do I say it to. Plenty of cases can’t be solved by Orquiva support, because they depend on data or settings that only exist inside your company.

If yours is a specific symptom, go through Troubleshooting or the frequently asked questions first.

Your company or Orquiva support?

There are three destinations. Your company’s HR owns policy and your own data. Whoever administers Orquiva at your company owns permissions, the plan and the integrations. Orquiva support handles faults in the product.

Your situation	Who to go to	Why
Orquiva errors, won't load, or won't let me in even though my details are right	Orquiva support	That is a fault in the product
My day balance doesn't add up	Your company's HR	Orquiva only deducts what is approved or pending in the types that count against vacation. What HR checks is the days you were granted: the year's allowance, carryover and adjustments
There's an error on my payslip, or one is missing	Your company's HR	Orquiva distributes the payslip PDF; it doesn't calculate it
My personal or contract details are wrong	Your company's HR	Bank details, tax ID, position and department are kept by your company
The absence type I need isn't there	Your company's HR	Types are configured by each company, not by Orquiva
I have doubts about the content of a document I'm about to sign	Your company's HR	Signing can't be undone, and Orquiva doesn't write the content
Nobody is reviewing my time off, my expense or my clock-in correction	Your direct manager or HR	All three are decided by your direct manager or by whoever holds that area's permission, and nobody decides on their own except an admin. When you request time off, your manager gets an alert in their Inbox; expenses and corrections alert nobody, so tell them yourself. If the request is nowhere to be found, write to us
I want to change an expense I already sent	You, while it is still Open	Only the person who created it can click Edit; not even an admin can change it for you. Once it has been decided, it can't be edited
I want to download or erase my data	Your company	It is the data controller. It can delete your record with Delete employee, unless you have clock-ins from the last 4 years: the law requires the working-time register to be kept, so you are offboarded instead with Start offboarding, which deletes nothing. For data Orquiva handles on its own account (the website, its customers), write to info@orquiva.com
I've lost access to two-step verification	Whoever administers Orquiva at your company	An admin with the security permission can turn it off for you. If you turned it on yourself and can still sign in, you turn it off in Preferences, unless your company requires it for everyone
A whole screen or module is missing	Whoever administers Orquiva at your company	It depends on the plan bought and on your role
We want to connect Slack or Teams	Whoever administers Orquiva at your company	Integrations belong to the company, not to personal preferences
I've lost an API key	Whoever administers Orquiva at your company	It can't be recovered: it has to be rotated or replaced

Where to write

Orquiva support works in writing:

• Email: info@orquiva.com. It is the same address for sales, support and press.
• Form: orquiva.com/en/contact.

We reply in under 24 business hours. There is no chat, phone line or support form inside Orquiva. The Help option in the profile menu and the Contact support. link on the sign-in screen open this help center, not a contact channel.

If what you have isn’t a fault but a question about how something works, the glossary and the frequently asked questions usually answer sooner.

What to tell us

What decides whether your case is solved first time is the detail. Tell us:

• Your company’s name and the address you sign in to Orquiva with.
• What you were trying to do, and which screen you were on.
• What you expected to happen. It is the most commonly omitted detail and the one that shows whether there is a fault or a misunderstanding.
• What actually happened, and the exact wording of any message: copy it out rather than summarizing it.
• Where it happens: in the browser on your computer or on your phone (including if you installed Orquiva on your home screen), and which browser.
• When it started, and whether it happens every time or only sometimes.

If you can, attach a screenshot with the message visible. If the case involves somebody else, tell us who.

What happens next

We reply by email to the address you wrote from. If the case depends on data or a setting inside your company, we’ll say so, so you can take it to HR or to whoever administers Orquiva there.

If something goes wrong

I can’t sign in to Orquiva. If you forgot your password, click Forgot your password? on the sign-in screen and reset it yourself. If you lost your two-step verification, ask whoever administers Orquiva at your company to turn it off for you. If nobody at your company can get in, or you see a product error, write to info@orquiva.com.

I wrote and haven’t had a reply. Check your spam folder and make sure you wrote from an address where you can receive email. If more than 24 business hours have passed, write to info@orquiva.com again with the same subject.