Fingercheck Customer Service — Expert Operational Guide

Overview and Scope of Support

Fingercheck is a cloud-based workforce management platform that combines time tracking, payroll, and HR functions. Effective customer service for Fingercheck focuses on minimizing payroll risk, reducing time-to-resolution for timecard and tax issues, and ensuring compliant payroll runs. The vendor provides a mix of self-service documentation and live support channels; as an administrator, you should treat customer service as a predictable operational dependency rather than an emergency-only contact.

This guide explains practical steps to interact with Fingercheck support, what data to prepare, expected response patterns, onboarding timelines and escalation tactics. Wherever a payroll cutover is involved, the goal is to eliminate ambiguity: verified inputs, reproducible error steps, and clear SLA expectations are the primary drivers of a fast resolution.

Support Channels and Expected Response Patterns

Fingercheck typically offers the following channels: phone support for urgent payroll matters, email and ticketing for non-urgent requests, in-app chat for quick questions, and a knowledge base for self-service. For mission-critical payroll windows, phone contact is recommended because it shortens troubleshooting loops and allows the support agent to guide you through on-screen verification in real time.

Reasonable internal expectations you should adopt: immediate acknowledgment on phone; chat responses within 10–30 minutes during business hours; email or ticket replies within 24 business hours; and issue resolution times that vary by complexity — simple configuration fixes often in 2–8 business hours, data-migration or tax-research issues in 1–5 business days. If a response does not meet these timelines, escalate with the ticket number and request a targeted ETA.

Essential Data to Provide When Contacting Support

Before opening a ticket or calling, assemble a concise packet of information. This reduces back-and-forth and allows agents to act immediately. Keep this pack saved as a template for recurrent issues:

• Company identifier (company name as in Fingercheck, company EIN or internal payroll ID) and the administrator username making the request.
• Payroll batch ID or pay period dates, exact payroll date, and affected employee IDs (internal ID or last name + employee number).
• Clear screenshots or screen recordings of the error, including timestamps (browser console errors if applicable) and exact error message text.
• Steps to reproduce the issue (step-by-step), browser and version, operating system, and whether the same behavior occurs on another device or incognito mode.
• Expected result versus actual result, and if relevant, bank ACH trace numbers, file names of uploaded CSVs, or payroll preview PDF exports.

Providing this structured data cuts average resolution time dramatically — experienced support teams can triage and assign appropriate specialists within the first 30–60 minutes when initial information is complete.

Common Issues and Practical Troubleshooting Steps

The most frequent support requests relate to payroll calculation discrepancies, missing time punches, tax table updates, and ACH or bank-funding failures. Before you escalate, run a small set of reproducible checks: validate employee pay rates and overrides, confirm timecard approvals for the affected pay period, and verify pay code mappings and tax jurisdictions. Often the root cause is a misapplied paycode, inactive job assignment, or an unapproved timesheet.

• Clear browser cache or test in an alternate browser to rule out client-side issues.
• Use payroll preview or test run features to identify which line items diverge; export previews to CSV to compare expected vs. calculated amounts.
• Check tax table effective dates and ensure the correct state/local tax codes are assigned; for multi-state employees, verify primary work state entries.
• If an ACH failed, confirm bank account micro-deposits or routing number verification and request an ACH trace from your bank with a timestamp for support to correlate.

Document every step you take during troubleshooting and append logs/screenshots to the ticket. This avoids repeating steps and provides a forensic trail if the issue escalates to product engineering.

Onboarding, Data Migration, and Typical Timelines

Onboarding timelines depend on company size and complexity. Small businesses (1–25 employees) can often complete basic setup and a first payroll run in 3–7 business days if they supply clean data in the vendor’s CSV templates. Mid-market customers with 25–250 employees, multiple pay rules, or benefit deductions typically require a 2–6 week implementation window that includes test payrolls and tax registrations.

Key onboarding activities that consume time: validating payroll histories, configuring accruals and PTO policies, mapping deductions and benefits, and completing bank ACH setup (bank verification commonly uses micro-deposits which can take 1–3 business days). Plan calendar buffers around critical payroll dates: a 48–72 hour freeze period prior to a first live payroll reduces risk and gives support teams predictable time to resolve migration issues.

Escalation, SLAs and Best Practices for Administrators

Always capture the support ticket number and the assigned representative’s name. For unresolved issues, request an escalation path and SLA commitment in writing (for example, target response time and escalation owner). For recurring or systemic problems, ask for a root cause analysis and a timeline for code fixes or product updates.

Best practices: run parallel validation reports (exported payroll previews) before and after fixes, archive CSVs and screenshots for 90 days as audit evidence, and schedule a post-mortem within 48 hours of any payroll incident. For critical payroll runs, notify Fingercheck support in advance, provide a cutover checklist, and arrange for a dedicated support window to minimize operational risk.

Contact and Self-Service Resources

Primary resource: the Fingercheck website at https://www.fingercheck.com where you can access product pages, support sections, and account portals. Use the Support or Help link inside the application for the fastest route to in-app troubleshooting and ticket submission. If you do need to contact support, include the structured data packet described above to accelerate diagnosis.

Finally, treat customer service as a partnership: proactive communication, clear documentation, and predictable escalation routines are the most effective levers you have to keep payroll accurate and on time. Regularly schedule health-check reviews with Fingercheck support or your account manager to prevent issues before they impact pay runs.

How do I create a Fingercheck account?

Create an employee user

1. Log in to your Fingercheck account as an Administrator.
2. Click the EMPLOYEES tab.
3. Select the checkboxes for the employees who you want to create their username and password.
4. Click the triple bar icon, and select Send Self-Service Enrollment.
5. In the pop-up window that appears, click OK.

How do I contact Fingercheck?

Once you have partnered with us at Fingercheck, if you ever need help navigating the system or using one of our features, you can always speak to our team of support specialists via phone at 1 (800) 610-9501, email at [email protected], or use the chat tool that is built into the platform.

Where is Fingercheck headquarters?

Fingercheck’s main headquarters is located at 1000 Gates Avenue Brooklyn, NY 11221 US.

Who uses fingercheck?

List of companies using Fingercheck

Company	Country	Industry
Polaris Healthcare	United States	Hospitals And Health Care
Move Up ABA	United States	Mental Health Care
Promofect, LLC	United States	Broadcast Media Production And Distribution
LINK Home Therapy	United States	Wellness And Fitness Services

Who is the owner of Fingercheck?

Joel Kohn is an accomplished entrepreneur and technology leader with extensive experience in the software and biometrics industries. As the Founder and CEO of FingerCheck since 2013, Joel Kohn has been instrumental in developing an innovative SaaS platform that provides affordable time tracking solutions.

How does fingercheck work?

Fingercheck will automatically process payments with the next regularly scheduled payroll cycle. You can get your expense reimbursements as soon as they are approved. Get funds faster with your Fingercheck PayCard.