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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.

Contacting Support

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: Personio is rolling out support access to all Administrators by default in phases. Not all Administrators can contact Support yet — if you have access, you received an email confirmation and can see a prompt when you visit the Support page.

The Support page is where you can contact Personio's Support team. If you are not an Account Owner, Contract Owner, or Payroll Owner, you can get peer support from experienced users in the Voyager Community.

How can I find out who my 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?

Personio is rolling out support access to all Administrators by default in phases. Not all Administrators can contact Support yet — if you have access, you received an email confirmation and can see a prompt when you visit the Support page.

If you’re an Admin and haven't received a confirmation email or cannot see a prompt on the Support page, you don’t have access to contact Support yet. There's nothing you need to do — Personio will enable your access automatically soon. In the meantime, 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.

Can I request early access or speed up the rollout of Administrator Support access?

Unfortunately, there's no way to request early access or speed up the rollout of Support access for Administrators. Personio enables Administrator Support access automatically in phases, so there's nothing you need to do. Personio will enable your access when the rollout reaches your account.

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?

Support History and your support requests

What appears in the Support History?

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

Do my Support AI conversations stay saved?

Yes, your Support AI conversations stay saved even after you close Personio. You don't lose your chat.

You can find past conversations in Support History, under the AI conversations tab. To come back to a conversation later, open it and continue by sending another message.

Who sees my Support History items?

What you can see in your Support History depends on the item type and your role. You always have full access to items 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. You always have full access to requests you created yourself.

What each role can see:

  • Administrators can also view tickets created by other Administrators, Account Owners, Contract Owners, and Payroll Owners.
  • Payroll Owners can also view requests created 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 cannot view requests created by others.

Support request topic access:

  • Account Owners can view support requests on all topics, except:
    • Subscription Plan
    • Personio Payroll
    • Preliminary Payroll, DATEV, and salaries
  • Contract Owners can only view and create requests for subscription and contract topics.
  • Payroll Owners can only view and create requests for Personio Payroll topics.
  • Administrators can view and create support requests on any topic.

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.

How can I reopen a closed or resolved ticket?

You can reopen a resolved ticket by replying to the email notification for that request within 10 days of it being closed. After 10 days, you need to submit a new request. You cannot reopen a closed ticket from within Personio.

Estimated response time (ERT)

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 the ERT when selecting a contact method.

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.

Files and screenshots in support requests and Support AI.

Can I upload files or screenshots in a support request?

Yes, you can attach files and screenshots to a support request.

What is the maximum file size for support 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.

Can I upload files or screenshots in a Support AI conversation?

No. Support AI conversations don't currently support file or image uploads. You cannot attach screenshots, documents, photos, or any other files directly in the chat. Personio plans to add screenshot uploads to Support AI conversations later in 2026.

Live chat

Who is eligible for live chat? 

Live chat is available to customers on Premium Support plans. Live chat isn’t available for Data Protection & Security, Subscription Plan, and Billing & Payment Details. For those topics, request a callback or send us a message instead.

When is live chat available?

Live chat is available Monday to Friday, 09:00–18:00 CET. Outside these hours, the Chat with us option shows when chat is next available. You can request a callback or send us a message at any time.

What languages is live chat available in?

Live chat is available in English and German. To get help in another language, send us a message or request a callback.

Why can't I have a live chat with someone right now?

If the Chat with us option isn't available, it's usually because of one of the following:

  • It's outside live chat hours. You can see when chat is next available.
  • No specialists are free right now. Personio prompts you to request a callback or send a message instead.
  • The topic you selected isn't available for live chat. For subscription, billing, and data protection questions, request a callback or send a message instead.
  • You already have an active live chat. You can only have one open at a time.
  • Your plan doesn't include live chat. It's available on Premium Support.

Which topics aren't covered by live chat?

Live chat doesn't cover subscription, billing, and data protection questions. Request a callback or send us a message for those topics, and we route your request to the right team.

What happens if my live chat transitions to a support ticket?

If your issue needs more investigation than a live conversation allows (for example, a bug that requires time to resolve), the chat can transition to a support ticket. When that happens, your live chat ends and becomes a support ticket. You can still read the original chat in the Live chats tab in your Support History, but you can no longer reply there. The ticket appears in the Support tickets tab, and that's where all further communication happens. From that point, the estimated response time for the relevant team applies, and you get notifications in your Personio Inbox and by email when we respond.

How can I reopen a resolved live chat?

If your live chat converted to a support ticket, you can reopen it by replying to the email notification within 10 days of it being closed. If we resolved your live chat without converting it to a support ticket, you can't reopen it. To continue getting help, start a new chat.

Can I download a transcript of my chat?

You cannot download or export a live chat transcript. Your chat stays saved in the Live chats tab in your Support History. If your chat converted to a support ticket, the conversation is also visible in the Support tickets tab as part of that ticket.

Can live chats be shared with other users?

You cannot share live chats. If a chat converts to a ticket, you can share the ticket, but shared users only see the conversation after the conversion.

 

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