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Frequently asked questions about Personio support

This article addresses the most frequently asked questions about Personio support. Learn how to get help with Personio.

Note:
In Personio, "support request" and "ticket" refer to the same thing: a case you submit to get help from our support teams.

Who can contact our support teams?

  • Account Owners can contact Support for product questions.
  • Contract Owners can contact Support for subscription or contract questions.
  • Payroll Owners can contact Support for Personio Payroll questions.
  • Administrators cannot contact Support unless they also have an Account Owner, Contract Owner, or Payroll Owner role.

Support AI, the chat assistant on the Support page, is the only way to contact Personio's Support team. If you are not an Account Owner, Contract Owner, or Payroll Owner, click Account owners in the Support page to see who can help in your organization. You can also get peer support from experienced users in the Voyager Community.

How can I find out who my Account Owner is?

Click Account owners in the Support page to see who your Account Owner is.

If you try to contact Support and you're not an Account Owner, Payroll Owner, or Contract Owner, Personio shows you your Account Owner.

I’m an Admin. Can I contact Support?

Administrators cannot contact Support unless they also have an Account Owner, Payroll Owner, or Contract Owner role.

If you don't have one of these roles, click Account owners in the Support page to see who can contact Support in your organization. You can also get peer support from experienced users in the Voyager Community.

What happens if all Account, Contract, or Payroll Owners are unavailable?

If all Account, Contract, or Payroll Owners are unavailable (for example, they left the company or are on extended leave), Administrators can assign new Account, Contract, or Payroll Owners. Once assigned, the new owners can contact Support. 

If all the Administrators are also unavailable, follow the steps to restore Administrator access.

How do I add an Account, Contract, or Payroll Owner to my Personio account?

What is estimated response time (ERT)?

Estimated response time (ERT) shows when you can expect to hear back from Personio after you submit a support request. Each team sets its ERT based on team expertise and typical query complexity. This gives you clear visibility into expected response timeframes. ERT appears in business days. You can use this information to plan and compare response speeds across different support channels.

Where do I see ERTs?

You see ERTs in several places to keep you informed:

  • Channel selection: when multiple support channels are available, the fastest option appears first.
  • Confirmation message: after you submit your request.
  • Support History: inside your support request thread.

Do ERTs vary by query type?

Yes, ERTs can vary depending on your query. Different teams handle different types of requests, and ERTs range from one to three business days. This depends on the complexity and specialization needed to best support your specific needs.

How is ERT different from a service level agreement (SLA)?

ERT provides transparency by setting realistic expectations about how long something might take. It's a best-effort estimate that gives you visibility into typical response timeframes.

While we aim to respond within our stated ERTs, it's an estimate rather than a guarantee. If delays occur, we communicate proactively with you.

For customers with Service Level Agreements (SLAs), ERTs complement your existing SLAs. They provide more specific, real-time expectations for different types of queries. Your existing SLA protections (if any) remain fully in effect.

Do ERTs apply during weekends and holidays?

ERTs are calculated in business days only. Personio doesn't currently offer weekend or bank holiday coverage. Any non-business days extend the ERTs by the corresponding number of days.

Can ERTs change over time?

Yes, teams might update their ERTs periodically to reflect their current capacity and performance. Teams make these changes to give you the most accurate expectations possible.

What requests appear in the Support History?

Your Support History shows requests and conversations created after 16 February 2026. Use the Support tickets tab to see open requests and closed tickets. Use the AI conversations tab to see your Support AI conversations. Items created before 16 February 2026 don't appear.

Who sees my support requests?

The requests you see depend on your role and whether someone has added you to a request.

Your own requests

You always have full access to requests you created yourself.

Support AI conversations

Only you can see your Support AI conversations. They aren't visible to other users in your organization.

Support requests

This includes requests escalated from a Support AI conversation to a human agent. Other users can see your requests depending on their role.

  • Account Owners can view support requests on all topics, except:
    • Subscription Plan
    • Personio Payroll
    • Preliminary Payroll, DATEV, and salaries
  • Contract Owners can view requests created by other Contract Owners.
  • Payroll Owners can view requests created by other Payroll Owners and by Tax Advisors on the Personio platform for Tax Advisors. If a Tax Advisor submits a payroll support request, Personio also adds Payroll Owners to it. The request appears in Payroll Owners' Support History.
  • Any user added to a request using the Share with others option can view and reply to it, regardless of their role.
  • Users you haven't added to a request and who don't have a support role can't view requests created by others.

Can I share my support requests with other users? 

You can share support requests with other users. When you create a support request, use the Share with others option to add users. You can also add users to an open request at any time from your Support History. You can add up to 10 users to a request.

Users you add can view the message thread and respond to the request in Personio. Only the person who created the request can add or remove someone. If you remove someone, they can no longer see the request in Personio.
 

What is the maximum file size for request attachments?

Each file must be under 25 MB. The total size of all files in a single request must be less than 35 MB.

What file types can I attach in support requests?

You can attach any file type when you submit a support request. There are no file type restrictions.

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