Fuego: Contacting the Fuego Support Team

Overview

Fuego is set up to be as self-serving as possible with the ability for you to reset your own login, review your employees and run necessary files to manage your business; but we understand there will be times when you need our support. 

This article covers the support channels available for administrators and users of the Fuego admin tool.

Getting Help

 The best way for your employees to get help with anything Fuego-related is for them to contact the Fuego support team - we cannot discuss some sensitive details without speaking directly to the account holder. Employees can contact us via the Chat service in the Fuego app or by calling our dedicated support number toll free on +1 855 715 8518.

For administrators and users of the Fuego admin tool, the best way to get support from our team is either via the

• Chat service and help articles in the Fuego section of the Fourth Customer success portal or,
• Submit a Request through our ticketing system:
  • Make sure to pick Fuego from the drop-down on Module/Product
  • Please include as much information as possible about your enquiry
  • A full guide on submitting tickets can be viewed here

For urgent items (relating to your payroll processing for example) please call us on +1 855 715 8518.

Escalations

For urgent support related escalations please reach out via email to servicemanagers@fourth.com 

When escalating an issue, please quote the support ticket number and provide a reason for the escalation. A member of our service management team will review further and get back to you with feedback as soon as possible 

Deductions/Payroll Processing 

If you have any queries about your repayment process or need assistance with queries around any deduction processing please reach out to fuegorepayments@fourth.com 

Hours of Operation

The Fuego Support team's hours are listed on our support page here.