Email support
Send a description, the steps that led to the issue, and a redacted screenshot if useful.
hello@pletox.comPLETOX / CONTACT & SUPPORT
How can we help?
Let's work through it.
Need help with HR, payroll, attendance, or everyday work in Pletox? Get guidance on your workspace, product modules, mobile apps, and subscription.
Monday-Friday · 10:00 AM-6:00 PM IST
GET IN TOUCH
A clear place
to start the conversation.
Already reported an issue? Reply to the same email thread. Include your company name, workspace URL, and affected module so we can find the right context.
Speak to our team
Call during support hours. Follow up by email when an issue needs screenshots or investigation.
+91 92626 26122Explore the product
New to Pletox or considering another module? Tell us your team size and priorities for a tailored product walkthrough.
Book a product demoTHE RIGHT HELP FOR YOUR REQUEST
Software issue or
workplace question?
For login errors, broken product workflows, mobile app issues, or integration failures, contact Pletox with the affected module and business impact. If access is missing for just one role, ask your workspace administrator to check permissions first.
For attendance corrections, leave approvals, salary inputs, payslip availability, or employee permissions, start with your company's HR or system administrator. For task acceptance, project ownership, expense approval, or sales incentives, contact the assigned manager or reviewer. Pletox support can investigate technical issues but does not approve workplace decisions.
For plan changes, licensed users, add-ons, subscription billing, or renewals, include your company name and order or invoice reference. For setup questions, share the module and configuration involved. Do not send bank credentials or full payment-card details.
- Your workspace & moduleCompany name, workspace URL, and the affected module.
- What happenedSteps taken, expected result, and the error you saw.
- When & whereDate, time, timezone, browser or app version, and device.
- Business impactWho is affected, what is blocked, and any workaround.
Share the minimum needed to investigate.
Never include passwords, OTPs, API secrets, or unredacted employee, payroll, or financial exports in an initial email.
HELP WITH YOUR MODULES
The right details.
A clearer starting point.
Tell us which workflow is affected. Start with a redacted example and include only the information needed to understand the issue.
People, hiring & self-service
For joining records, candidate applications, or employee access, include the affected stage and user role. Your HR or recruitment team remains responsible for the underlying records and decisions.
Attendance, shifts & leave
Include the affected date, assigned shift, attendance method, and expected result. For biometric or kiosk issues, include the device model and last successful sync, not raw biometric data.
Payroll & expenses
State the pay period or claim reference, expected calculation, and review status. Use a redacted example; do not send full salary files or bank details in the initial message.
Tasks, projects & sales
Share the project, task, or sales record reference and the step that is blocked. Note the assigned owner, acceptance or approval stage, and any error without exposing client information.
Visits, location & mobile apps
Include app and device versions, the time of the issue, and relevant permission settings. Explain whether it concerns clock-in, a visit, a geofence, or enabled Pletox Geo tracking.
Assets & workspace setup
For asset assignments or returns, include the record reference and expected status. For imports and integrations, provide the import or sync reference and a redacted error message.
SUPPORT POLICY
Clear scope.
Shared expectations.
This guidance explains how to contact us and prepare a request. Support coverage, service levels, and commercial commitments are governed by your applicable agreement with Pletox.
Hours & availability
Our published support hours are Monday-Friday, 10:00 AM-6:00 PM IST. You can email outside these hours. After-hours coverage applies only where it has been separately agreed.
Support coverage
Technical investigation, usage guidance, and fixes follow your subscription and agreed support scope. Identify the module, affected users, and enabled features so we can confirm the next step.
Impact & response
Explain whether work is blocked, how many users are affected, and whether a workaround exists. Response and resolution targets, where applicable, follow your agreement; this page does not promise a fixed turnaround.
Changes & enhancements
Plan upgrades, extra seats, add-ons, revised policies, integrations, training, or historical data corrections may need separate approval and charges. Confirm scope, timing, and cost before authorising a change.
Third-party dependencies
Issues involving external platforms, devices, networks, or vendor APIs may require coordination with their provider. Share relevant references; third-party availability and fixes are outside Pletox's direct control.
Access & confidentiality
Use redacted examples first. If further access or records are necessary, agree a suitable sharing method and scope with the team. Any account access or production change requires appropriate authorisation.
Existing agreements remain the reference. These support guidelines do not replace your agreed support scope or service levels. See our Privacy policy for data handling and Terms of service for applicable terms.
KEEP THE CONTEXT TOGETHER
From the first report
to a verified outcome.
Clear details and an available contact help the team investigate. Keep follow-ups in the original thread rather than opening separate conversations about the same issue.
- 01
Report
Email the issue, affected workflow, and business impact. Include a reference from any earlier conversation.
Your input: a reproducible example - 02
Clarify
Provide requested details or help reproduce the issue. Confirm the appropriate owner and scope.
Your input: context and availability - 03
Investigate
Coordinate on diagnosis, a workaround, or an agreed change. Flag any change in urgency or impact.
Your input: timely clarification - 04
Verify
Check the result in the affected workflow and reply if the issue remains or recurs.
Your input: outcome confirmation
COMMON SUPPORT QUESTIONS
A few answers
before you reach out.
For an unresolved issue, reply to the existing thread with the original reference, current impact, and any new evidence.
Follow up with our teamHow do I contact Pletox support?
Email hello@pletox.com with your company name, workspace URL, affected module, and a description of the issue. You can also call +91 92626 26122 during our published support hours: Monday-Friday, 10:00 AM-6:00 PM IST.
Who should I contact about leave, attendance, or payroll?
Start with your company's HR team or system administrator for approvals, policy questions, corrections, and access permissions. If they identify a software issue, they can coordinate with Pletox using the relevant details.
I cannot access my workspace. Where should I start?
Check that you are using the correct account and workspace. Ask your administrator to confirm that your account is active and has the required access. If sign-in still fails, share the error, time, and device details with support. Never share your password or OTP.
How do we change our plan, employee count, or add-ons?
Ask an authorised subscription contact to email your company name, current plan, and requested change. Confirm the effective date, billing basis, and any charges before proceeding; changes do not imply automatic refunds or proration.
Why is a module missing from my account?
Visibility depends on the subscribed plan, enabled add-ons, and your role permissions. Ask your workspace administrator to check these first. If the feature is enabled and access is correct, report the affected module to Pletox support.
Is support available around the clock?
The standard published hours are Monday-Friday, 10:00 AM-6:00 PM IST. Email can be sent at any time, but it does not imply immediate monitoring. Use any separately agreed after-hours arrangement where your contract provides one.
How should I report a business-critical issue?
Describe what is unavailable, when it started, the affected users, and any time-sensitive operational impact. Call during support hours and send the details by email. Use the escalation process in your agreement if one is provided.
What if my issue has not been resolved?
Reply to the original email thread with the reference, current status, and any changed business impact. Ask for a review of the next steps. Keeping the history together helps avoid repeating the investigation.
Should I send payroll files or login credentials?
Do not email passwords, OTPs, API secrets, or full sensitive exports. Start with a redacted screenshot or sample. If more information is required, confirm the appropriate access and sharing method with the team first.
How do I report a suspected security issue?
Email hello@pletox.com with a clear security-related subject and a concise description, without exposing sensitive records. Contact your organisation's administrator promptly for account-related concerns. Ask the team how to share further evidence safely.
Are new features included in support?
Coverage depends on your agreement. A new feature, business-rule change, integration, or additional training may need separate scoping and approval. Discuss the requirement before assuming it is included.