Support

"How do the how-to videos help?"

We at 1st Money understand the importance of accessible support, which is why we've developed an extensive collection of how-to videos.

To see how-to videos in action:

1. First, look around 1st Money for any small grey squares.
2. When you hover your mouse over one, it goes red and you'll see a preview of what it's about.
3. Tap it to play the video, and it instantly starts playing on the right.
4. You can tap the progress bar to jump to any point in the video.
5. Or you can scroll down the transcript and tap any paragraph to jump to that point in the video.
6. To make it bigger, tap: Full-screen
7. And if you're in a hurry and want to play videos faster, tap the "1x" button a few times. The fastest is 2.5x speed.
8. Once you've found your preferred speed, it remembers your most recent speed setting, and automatically re-applies it to the next video you watch.
9. If you find a video you'd like to share with a friend, to copy a link, tap the three dots: (on the right), then tap: Copy link ... at current time
10. And finally, to close the video, tap: Close

To see a list of all how-to videos:

1. First, tap: "Menu", then "See all the videos"
2. And finally, you'll see a list of all the how-to videos slide out on the right.

Currently, as of the 25th of July, 2024, there's a total of 310 videos, with a total playing time of 29 hours.

Plus, we're constantly updating, improving, and adding to the videos. So the videos really are a great way to learn all about how to make the most of 1st Money.

To learn more:

• About how to find answers anytime, watch the video on: 24/7 Instant answers
• To learn about how to ask us questions, watch the video on: Live chat support
• To learn about how to book an appointment with us, watch the video on: Booking a live demo
• And to learn about how to vote on upcoming features, watch the video on: Ideas voting

And that's it! That's everything you need to know about using how-to videos!

"How do the 24-7 instant answers help?"

At 1st Money, we prioritise your need for support by making 24/7 instant answers readily available.

To see 24/7 instant answers in action:

1. First, look for the red microphone button on: "Menu"
2. If it's your first time to try it, you may be prompted to tap Allow to turn on your microphone.
3. As soon as your microphone's connected, instant answers switches to "Listening" and you can start talking.
4. As you talk, you'll see whatever you say appear on-screen.
5. Usually it's best to ask full questions with as much detail as possible.
6. Once you stop talking, you'll be instantly taken to the best matching answer we can find for your question.
7. Below the answer that's playing, you'll still see the red microphone button.
8. At any time, you may feel the answer isn't what you're after, or may want to move on to your next question. You can interrupt at any time and tap the red microphone button again.
9. And ask your follow-up question.
10. You can continue to ask as many questions as you like.
11. And finally, when you're done, you can tap off.

For advanced usage:

• As you use 24/7 instant answers more and more, you may find it useful to try the keyboard shortcut: altQ

To search for answers by hand:

1. First, go to: "Menu", then "Tips & tricks"
2. And start typing your keywords into the search box.
3. As soon as you start typing, you'll start seeing search results.
4. The more keywords you type, the better your search results get.
5. Once you see a result that seems like a match, tap it, to see it.
6. And finally, to do another search, scroll to the top of the page, tap into the search box, and try again.

Currently, as of the 25th of July, 2024, there's a total of 2774 answers in our collection.

Our team's always working to enhance, refine, and expand the answers provided. Making the 24/7 instant answers an excellent resource for learning how to make the most of 1st Money.

To learn more:

• About how to make the most of our collection of product videos, watch the video on: How-to videos
• To learn about how to ask us questions, watch the video on: Live chat support
• To learn about how to book an appointment with us, watch the video on: Booking a live demo
• And to learn about how to vote on upcoming features, watch the video on: Ideas voting

And that's it! That's everything you need to know about using 24/7 instant answers!

"How do I get help on your live chat support?"

At 1st Money, we've streamlined the process of getting help and support by making our live chat support readily available.

To see our live chat support in action:

1. First, when you're looking for our live chat support, we're here Mon-Fri, 8 am to 5 pm, UK time.
2. It's during those times that you'll see our live chat button with a green active status.
3. You'll also find our live chat in the bottom-right of your screen.
4. To start a chat, tap on the live chat button, and type your question.
5. Soon enough, you'll get a reply from our live chat team.
6. Sometimes, our live chat team may even send you a video to watch to help with your question.
7. If you tap the video, you can watch it whilst still continuing your chat.
8. And finally, once you've got your answer, you can close the chat.

You may notice:

• That our live chat support is always staffed with real humans. And never staffed by robots.
• Also, everybody on our live chat team's been properly trained and is an expert at using 1st Money.
• However, if it's a particularly tricky problem, or a software bug, your live chat may instead be forwarded to one of our software developers.
• In such cases, we'll probably ask to do a screen sharing call with you so we can properly understand the issue.
• Either way, we'll find a way to sort out whatever it is.

To see how to find help when our live chat support's offline:

1. First, normally we're here Mon-Fri, 8 am to 5 pm, UK time. If you try to chat with us outside our support hours, our live chat support button's grey, indicating we're offline.
2. When you tap it, instead of seeing the usual chat box, you'll instead see that it's auto filled your name and email.
3. And then shows you a "Message" box for you to send us your question.
4. Once you've finished typing your question, tap Submit, and you'll get a "Message sent" confirmation.
5. And finally, now that your question's submitted, you can expect to hear back from us inside 24 hours.

Keep in mind that:

• You're welcome to change the reply address if you want to receive our response on a different email.

To learn more:

• About how to make the most of our collection of product videos, watch the video on: How-to videos
• To learn about how to find answers anytime, watch the video on: 24/7 Instant answers
• To learn about how to book an appointment with us, watch the video on: Booking a live demo
• And to learn about how to vote on upcoming features, watch the video on: Ideas voting

And that's it! That's everything you need to know about using our live chat support!

"How do I book a live demo?"

Booking a live demo gives you the chance to talk one-on-one with a 1st Money expert. You can use your live demo time to:

• See a demo of 1st Money.
• Ask all your questions.
• Get help migrating your payroll over.
• Or anything else!

To book a live demo:

1. First, open the menu and look for the calendar button: (at the bottom)
2. Next, select the date that you'd like to book for your live demo.
3. And then select the time. Then tap: Next
4. Make sure that your name and email are correct.
5. And select which you prefer from Zoom, Google Meet, and Microsoft Teams.
6. Then tap Schedule Event, and you're all booked!
7. In seconds, you'll see your "You are scheduled" confirmation.
8. With a note telling you that a confirmation's also been sent to your email.
9. And finally, tap: Close

To attend your live demo booking:

1. First, on the date and time of your booking, open the booking email, and tap the first link in the email.
2. Then once it opens, you'll soon be connected with a 1st Money expert.
3. And finally, you can talk, one-on-one, and get answers to all your questions.

Keep in mind that:

• The default length of a live demo booking is 25 minutes long.
• If you need more time, it may be possible to extend (if the next booking slot hasn't been taken).
• Or, alternatively, you can always book another live demo, and continue later with the rest of your questions.
• Also, if it turns out that you ever need to cancel your booking, hit reply to the email and let us know.

To learn more:

• About how to make the most of our collection of product videos, watch the video on: How-to videos
• To learn about how to find answers anytime, watch the video on: 24/7 Instant answers
• To learn about how to ask us questions, watch the video on: Live chat support
• And to learn about how to vote on upcoming features, watch the video on: Ideas voting

And that's it! That's everything you need to know about booking a live demo!

"What's the ideas voting all about?"

To give you the best possible product, 1st Money's produced a public ideas board to publish the community's product ideas.

To add your votes and comments to ideas:

1. First, on "Menu", scroll to the bottom and open: "Product ideas? Add your vote"
2. Once the ideas page slides out on the right, scroll down and tap Upvote on any of the ideas you like.
3. If you "Upvote" an idea by accident, or later want to remove your vote, tap it again to: Remove vote
4. To read more about an idea, tap its blue heading.
5. Near the bottom of each idea, you can also type in the comments you'd like to share with the community, and then tap: Add comment
6. Your comments are publicly visible to the entire community, and are also carefully considered by 1st Money's product managers and developers.
7. Below your comment, you may notice that we'll add your first name to your comment.
8. Adding your first name makes comments between community members flow more naturally. However, for your privacy, we'll never add your full name.
9. And finally, when you're finished with the comments, tap Back to return to the main ideas page.

Keep in mind that:

• Once 1st Money's finished the suggested idea, we'll send out an email to let you know that it's now available.
• The email is automatically sent to all the people who ever voted or commented on the idea, and the idea's then closed.

To add a new idea:

1. First, on "Menu", scroll to the bottom and open: "Product ideas? Add your vote"
2. Once the ideas page slides out on the right, tap: Suggest a new idea
3. Once our live chat support window opens, type in your idea.
4. Soon enough, you'll get a reply from our live chat team.
5. Once our live chat team's published your idea, you'll get a link to it, and your vote is also automatically added for you.
6. You can then type in any comments you'd like to add to your newly published idea.
7. And finally, when you're finished with the comments, tap Back to return to the main ideas page.

Currently, as of the 25th of July, 2024, there's a total of 24 community ideas that are up for vote.

With one-tap voting and comments, the entire community can influence the ideas you'd like to see come to life. All your votes help us know what to build next.

To learn more:

• About how to make the most of our collection of product videos, watch the video on: How-to videos
• To learn about how to find answers anytime, watch the video on: 24/7 Instant answers
• To learn about how to ask us questions, watch the video on: Live chat support
• And to learn about how to book an appointment with us, watch the video on: Booking a live demo

And that's it! That's everything you need to know about voting and commenting on ideas!