Email PayCanvas Support with a short description and safe reference details. Do not send payroll files, credentials, or identifiable pay information unless support provides an approved secure transfer path.
Contact options
- Email hello@paycanvas.io.
- For onboarding or product-fit questions, book a PayCanvas setup review.
The workspace's Help Center link opens these public guides. It is not a support ticket or live chat. Booking a setup review also does not submit a support incident; email for an existing-account problem.
Prerequisites
Collect only privacy-safe context:
- account or tenant name;
- payroll period dates;
- page or workflow step;
- safe error code or audit/reference hash;
- approximate timestamp and timezone;
- whether the issue is repeatable;
- MCP client name, if applicable.
Send a support request
- Use a subject such as
Source collection failed — Aug 1–14 — Acme Tours. - Describe what you expected and what happened.
- Include the safe context above.
- State whether you already retried and which offered action you used.
- For your own access issue, include your sign-in email and the account you expected to access. Do not attach a team roster or someone else's personal information.
- For suspected security or cross-tenant exposure, put
Securityin the subject and stop interacting with the affected data.
Do not send
- passwords, MFA codes, access tokens, authorization codes, API keys, or provider credentials;
- full payroll reports or provider payloads;
- customer or employee personal information;
- private employee mappings or compensation details;
- screenshots that show identifiable payroll amounts unless support provides an approved secure transfer path.
Redact screenshots and files before attaching them. Prefer a safe reference code over a raw record.
Expected result
Your email should provide enough safe context for support to investigate the account's audit or job evidence. Sending a request does not itself fix access, restart a job, or change payroll. The example business name above is fictional.
No response-time or resolution-time SLA is currently published in the product. Do not delay an internal payroll contingency solely because a support request was sent.
Troubleshooting
- The booking page is unavailable: email
hello@paycanvas.iowith your setup question; do not send payroll data. - You received a request for a password or token: do not provide it; start a new email to
hello@paycanvas.ioto verify the request. - Immediate MCP revocation is needed: disconnect locally, then ask support to revoke the server-side operator grant. Include the client name and connection time, never the token.
- Payroll deadline is near: follow your organization's approved downstream payroll contingency while PayCanvas investigates; PayCanvas does not submit or pay payroll.