Note: This process applies to Standard and Enterprise Support plans, as defined in our Terms and Conditions
🧭 Before You Start: Find Your Organization ID (Org ID)
To help our team assist you faster, please have your Organization ID (Org ID) ready before opening a support request.
The Org ID is a unique number that identifies your organization inside Pipefy. It allows our support analysts to immediately locate your environment and investigate your issue.
How to find your Org ID:
While logged into Pipefy, look at your browser’s address bar.
Find the section after
home/organizations/.The number that appears right after this path is your Org ID.
Copy this number — you’ll need it in the next steps.
Example:
https://app.pipefy.com/organizations/000000
→ The Org ID is 000000
💬 Step-by-Step: How to Contact Pipefy Support
Step 1: Open the Help Menu
From anywhere inside Pipefy, click on the Help option in the main menu.
Here, you’ll find:
Recent Messages: View your previous support conversations.
Status Page: Check for ongoing incidents.
Pipefy Academy & Community: Learn, explore tutorials, and connect with other users.
To reach our Support team directly:
Click Send us a message.
A support window window will open this is where you’ll start your request.
Step 2: Choose the Right Channel
The support window will show several options so we can direct your question to the right team.
Channel | Best for |
Pipefy Support | General platform issues, feature questions, or error reports |
Finance | Billing or payment-related questions |
Access, Security & Recovery | Login issues, data recovery, or security concerns |
Select the option that best matches your situation.
Step 3: Share Your Org ID
Next, the chatbot will ask for your Org ID.
Paste the number you copied earlier into the chat box and send it.
Step 4: Describe Your Issue Clearly
The bot will ask for a short description of your problem.
💡 Tip: Be as specific as possible. Include:
The Pipe name
The Phase name
The Field name
What you expected vs. what happened
Example:
“I created a conditional that’s hiding all fields after it in my form. It should only hide field X in phase Y of pipe Z.”
🤖 The AI assistant may share some tips or articles that could solve your issue right away.
Take a moment to check the information carefully it’s often really helpful!
Many times, the answer you’re looking for is right there, before even needing to talk to a support analyst. 💡
Step 5: If the AI Doesn’t Solve It
If the articles or suggestions don’t help:
Type “That didn’t help” or “I still need help” in the chat.
This tells the system to move you forward to a human support analyst.
⚠️ Important:
If there’s no interaction for 30 minutes, the conversation closes automatically so keep the conversation active until your request is submitted.
Step 6: Submit Final Details and Attachments
The bot will now ask for some final information to route your issue correctly:
Choose the option that best describes your case (e.g., “I identified an error that is affecting my work”).
Provide a short, clear summary.
Attach screenshots or videos if possible visuals help us understand faster.
After submitting this information, a support ticket or live chat session will be created. You’re now in the queue to speak with a Support Analyst. 🎉
💡 Pro Tips for a Great Support Experience
Be Specific: Mention the Pipe, Phase, and Field involved.
Have Your Org ID Ready: This saves time and ensures quick routing.
Answer All Bot Questions: You must complete the bot’s flow for your request to be submitted successfully.
Chat vs. Ticket: Depending on your plan, you may connect via live chat (Enterprise) or email ticket. The initial steps are the same for all plans.