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Contractors - How to Access Support

How to get help from the ComplyFlow Support Team, and what to include so we can help on the first reply.

Written by ComplyFlow

How to Request Support

If you have an issue or a question about ComplyFlow, check the Help Centre first. If you can't find the answer, contact the ComplyFlow Support Team.

1. Search the Help Centre

The Supplier & Contractor Guides cover registering with a Client, adding your Workers, and uploading licences, insurances and documents for your Client to review.

2. Contact the Support Team

Your Client sets the compliance requirements. The ComplyFlow Support Team can help you meet them.

Provide Essential Details

To help the Support Team find your profile and resolve your issue quickly, include:

  • Client name - the Client the request relates to

  • Company details - ABN, Company Name, Trade Name

  • Worker details - first name, surname and email address

  • ComplyFlow ID - the unique ID for the relevant Worker, Permit or other record, shown in the headings list

  • What you were trying to do - what you expected to happen and what happened instead

  • Steps taken - the actions you performed leading up to the issue

  • Screenshots - a screenshot of the screen you're stuck on is the most useful thing to send

You can attach PNG, JPEG, GIF, WebP, PDF or Word files up to 10MB each.

What to Include for Common Requests

Some requests need specific details before we can look into them. Include these with your request and we can help you on the first reply.

Your request

Include

I can't log in, or my code hasn't arrived

  • The email you log in with

  • Whether you're using the website or the Live Access app

  • A screenshot of the error

  • Whether you've checked your junk folder

Connecting my business to a Client

  • Your company name and ABN

  • The Client's name

  • Whether you've already registered with ComplyFlow

  • The Client code or invitation link you were given, if any

My training or induction isn't showing, or I keep getting reminder emails

  • The worker's name and login email

  • The Client and site

  • The name of the course

  • A screenshot of the dashboard and, if possible, the reminder email you received

My card or site sign-in says I'm not compliant

  • The worker's name and login email

  • The Client and site

  • A screenshot of what you see on screen or in the app

A document was rejected or is still waiting for approval

  • The worker or company name

  • The document type (e.g. Public Liability insurance)

  • The date you uploaded it

  • The rejection reason, if shown

Moving a worker to another company

  • The worker's name and ComplyFlow ID

  • The company they're moving from and to

  • Confirmation from the new company's admin

Changing company or worker details

See Requesting Data Corrections

An invoice or payment

  • The invoice number

  • Your company name

  • The payment date and amount, if you've paid

If your request doesn't fit any of these, describe what you were trying to do, what happened instead, and attach a screenshot.

Tracking Your Support Request

When you email the Support Team or use the support request form, a Client Service Desk ticket is created automatically. This ticket is trackable and can include Client Staff Users as participants if oversight or feedback is required.

Submit each new issue as a separate request rather than adding it to an existing email thread or ticket. This lets us track, manage and resolve each issue efficiently.

Response & Resolution

A member of the ComplyFlow Support Team picks up your request and replies by email. If you use the support request form, a copy of your request is also sent to the email address you entered.

ComplyFlow Q&A for Contractors

We offer a ComplyFlow Q&A for Contractors every Friday from 9am – 10am (Eastern Australia Time - Sydney) via the link below: meet.google.com/wej-tnbe-jkd

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