Support and contacts
Learn where to get help: documentation, frequently asked questions, Instfy email and phone, and what to send to get a faster answer.
Before writing to the team, try the documentation: most ERP Instfy usage questions already have step-by-step instructions here. When you need to talk to Instfy, use the channels below and send the right information from the very first message.
Before you start
- Have the company name registered in the product and the email of the user who ran into the problem.
- Write down what you were doing and what you expected to happen.
- If possible, take screenshots, including any error messages.
Search the documentation
Search solves most questions in a few seconds.
- Press the / key on any Instfy Docs page.
- Type the topic in Portuguese or English, for example "invoice", "payroll" or "permissions".
- Open the result and follow the section for the task you need to do.
- If the page does not solve it, check the Next steps links at the bottom.
Most useful help pages:
- ERP frequently asked questions: short answers to the most common questions.
- Troubleshooting: what to do when something does not work.
- Glossary: the meaning of the terms used in the system.
- Implementation roadmap: the right order to set up the ERP.
Send a message
Choose the topic and write your message. It goes straight to the right team: sales and partnerships to relationship@instfy.com, support to support@instfy.com and personal data requests to dpo@instfy.com. You get a copy in your email.
- 1Contact Instfy
- 2Review and submit
Contact Instfy
| Channel | Contact | When to use |
|---|---|---|
| relationship@instfy.com | Questions, problems, sales requests and data requests | |
| Phone | +1 (689) 305-0884 | Matters that need a conversation, during business hours, Monday to Friday |
| Data protection | dpo@instfy.com | Requests to access, correct or remove personal data |
| Carbon by Instfy | carbon@instfy.com | Proposals, certificates and questions about Carbon |
| Support | support@instfy.com | Technical problems and how-to questions about any product (ERP customers can also open a ticket in the Helpdesk) |
| ERP Instfy | erp@instfy.com | Subscriptions, plans and questions about the ERP |
| Instfy AI | ai@instfy.com | AI agents and automations |
| Instfy Data | data@instfy.com | Access, business data and partnerships |
| Instfy Rewards | rewards@instfy.com | Cashback, partner stores and local offers |
| Instfy Docs | docs@instfy.com | Suggestions and corrections to these docs |
| US operations | usa@instfy.com | Companies that want to set up, operate or grow in the United States |
Instfy offices:
- New York, NY (headquarters): Instfy Inc., 18 W 18th St, New York, NY 10011.
- Miami, FL: 200 South Biscayne Blvd, 33131.
- Orlando, FL: 3506 St Valentine Way, Orlando, FL 32811.
- São Paulo, SP: Avenida Paulista, 1374, 6º andar, Bela Vista, 01310-100.
- Shanghai, China: HKRI Taikoo Hui, 789 Nanjing West Road, Jing'an District, Shanghai 200041.
- Dubai, United Arab Emirates: One Central, Dubai World Trade Centre, Trade Centre 2, Dubai.
In Brazil, Instfy operates through Instfy Brasil Ltda., which is also responsible for Carbon by Instfy.
Prefer email for technical problems. It lets you attach screenshots and keeps a record of the support history.
What to include in a support request
A complete request avoids back and forth. Copy the template below and fill it in:
| Field | Example |
|---|---|
| Company | Name of the company registered in the product |
| User | Email of the person who had the problem |
| Product and module | ERP Instfy, Sales Invoice |
| Steps | 1. I opened the invoice. 2. I clicked send. 3. An error appeared. |
| Expected result | The invoice is sent to the customer |
| Actual result | Error message (copy the text) |
| Screenshots | Images of the screen with the error |
Never send passwords by email or phone. The Instfy team does not ask for your password to provide support.
Tickets inside the ERP
If you are an ERP Instfy customer, the fastest way to reach Instfy is to open a ticket in the system itself, through the Helpdesk item in the sidebar. The ticket is recorded, you follow the replies on the same screen and our team receives your account's context. The step by step is in Helpdesk.
Do not confuse it with the Support Ticket module: it was built for your company to serve your own customers. Tickets opened there go to your team, not to Instfy. See Tickets and knowledge base.
Frequently asked questions
What is the Instfy support email?
The email is relationship@instfy.com, for questions, technical problems and sales requests. ERP Instfy customers can also open a ticket through the system's Helpdesk. Personal data requests go to dpo@instfy.com.
What is the Instfy phone number?
The phone number is +1 (689) 305-0884, with support during business hours, Monday to Friday.
What should I send so support can solve it faster?
Send the company name, the user's email, the product and module, the steps that led to the problem, the expected result, the actual result and screenshots.
Is the ERP Support Ticket module for contacting Instfy?
No. Support Ticket is for your company to receive and answer tickets from your customers. To contact Instfy through the ERP, use the Helpdesk.
How do I suggest a correction to this documentation?
Write to relationship@instfy.com with the page address and the passage that needs to be fixed.
Next steps
Try to solve it first with the ERP help pages.