Get help with Personio – Personio

Need help with Personio? The Support page is your starting point. Use Support AI to get instant answers, and if you need more help or want to speak with our team, just ask Support AI to connect you with someone at any time.

All users can ask Support AI questions. Only Account Owners, Contract Owners, and Payroll Owners can contact our Support team for help.

You can choose how you want to contact us:

Schedule a call back at a time that suits you.
Message our team to get help from the right specialist.

We provide estimated response times so you know when to expect a reply. You can track your support requests and message us directly in Personio. You can also share feedback, explore the Help Center, connect with peers in the Voyager Community, and access courses in Voyager Academy.

For more information about how support works, see our frequently asked questions.

Access the Support page

Click Support in the navigation bar to open the Support page.

Note:
If you cannot log in to your account and cannot access the Support page, try troubleshooting common login issues. If you still need help with login issues, use our Help Center form. Use this form only for login access issues, not for product questions. Always use the Support page for product questions.

Ask Support AI your questions

Ask Support AI your questions using the chat box at the top of the Support page. Describe your question in detail for the best results. All users can access this feature to troubleshoot issues and get help with Personio. For data-driven insights about your organization, use Personio Assistant instead.

Get help from the Personio team

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, Payroll Owner, or Contract Owner role.

When you contact Support, we route your request to the appropriate team based on your question type. Payroll questions go to the Payroll Operations team, and subscription or contract questions go to your Account Manager.

Tip:
If you’re 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.

Contact our teams

You can ask Support AI to connect you with an agent at any time during your conversation. Personio includes your conversation with Support AI in your request.

Follow these steps to contact our teams through Support AI:

Click Support in the navigation bar.
Describe your issue to Support AI.
If Support AI cannot answer your question, ask Support AI to connect you with someone from our team.
Click Contact us when Support AI displays the option.
Choose the topic you want to get help with.
Choose your preferred contact option:
- Request a call back to schedule a call.
- Send us a message to get an email response.

Schedule a call back

Personio doesn’t have a phone number you can call for support. Instead, you can choose a time for our team to call you back. Premium Support customers can request an immediate callback within the next 10 minutes.

To schedule a call back:

Select your topic and click Request a callback.
Complete the form with your issue details, phone number, and optional consent for call recording.
Select an available time slot that suits you.
Optional for Premium Support customers: select Call me now for immediate help within 10 minutes.

After you submit your request, a confirmation screen appears. You can reschedule from this screen. Once you leave this screen, rescheduling isn't available. You also get an email confirmation with your callback details.

View your Support History

Everyone sees their open Support AI conversations in Support History.
Account Owners, Contract Owners, and Payroll Owners also see open support requests from your company, but visibility varies by role.
Users you add to a support request also see those requests in Support History.

Support AI conversations

Your Support History shows your open Support AI conversations. You can return to an open conversation anytime and continue it by sending more messages. Support AI closes conversations after a period of inactivity. Once closed, a conversation no longer appears in your Support History.

View your support requests

You can view your open support requests in your Support History. Track the status of your requests and send messages in Personio or by email. Both methods update the same request, and your email replies appear in Personio. This messaging interface is asynchronous messaging—it isn't live chat. You receive a notification when our team responds.

Note:
Your Support History shows only requests you created after 16 February 2026, when Support History became available in your account. Requests created before this date don't appear in your Support History, but our team can still access all your historical requests.

Open and respond to your support requests

You can open support requests from the Support page or by clicking an Inbox notification.

To open and respond from the Support page:

On the Support page, click Support history.
Click a request to open it.
Type your response in the message box. You can attach files to your message.

When you click Support history, you see a list of your requests showing the ticket number, who submitted it, creation date, and status. When you open a request, you see the message thread and ticket details.

Share your support requests with other users

You can add users to an open support request so they can follow the conversation and respond. Use the Share with others option to add someone when you create a request, or open an existing request from your Support History to add them later.

Users you add can:

View the full message thread for that request.
Respond to the request in Personio.
Receive notifications when there's a new reply.

Note:
Only the person who created the request can add or remove someone. Users you add can only see the requests they've been added to, not all company requests. If you remove someone, they can no longer see the request in Personio.

Support request statuses

Your support requests can have these statuses:

New: We received your request.
In Progress: We’re working on your request.
Waiting on your reply: We're waiting for your response.
Resolved: We closed your request. Resolved requests don't appear in your Support History yet, but we’re working to make them visible soon.

Get notified about responses

Personio notifies you and any users you’ve added when our team responds to your request.

Inbox notification: a notification appears in your Personio Inbox. Click it to open the request. If our team sends multiple responses to the same request, the notification updates and becomes unread again. Personio doesn't create duplicate notifications.
Email notification: you receive an email when our team responds to your request.

Tip:
You see only open requests in your Support History. When we resolve your request, you receive a notification in your Inbox. The request no longer appears in your Support History. In most cases, we fully resolve your issue. If you need to follow up, reply to the email to reopen the request.

Share feedback

Submit product improvement ideas using the Share feedback feature on the Support page. The image below shows where to find the Share feedback button on the Support page.

Note:
Use this feature for product ideas only, not support requests. We forward feedback to our product teams, but we don't provide individual responses. For support questions, use Support AI instead.

To submit feedback:

Click Support in the navigation bar.
On the Support page, click Share feedback.
Describe the feature you want to give feedback about in the form.
Submit your feedback.

A confirmation message appears after you submit. Our Product team reviews all feedback and uses it to prioritize improvements and new features.

Explore more resources

Use the links at the bottom of the page to access:

Help Center: Browse Help Center articles to find answers.
Community: Peer support from experienced Personio users in the Voyager Community.
Academy: Courses and learning materials in Voyager Academy.
What's new: Recent feature releases in Personio.