Even with the most intuitive software, questions will inevitably arise. As a FastFund Payroll Online user, you have access to unlimited customer support from the Araize support team. Uniquely, this team consists of experienced professionals—including CPAs, outside auditors, and accountants—who deeply understand the specific needs of nonprofit organizations.
Support is available Monday through Friday, 9:00 AM to 5:00 PM Eastern Time. You can reach the support team via email (support@araize.com), by telephone at 866-840-7449, or directly through the FastFund application.
Understanding Support Scope While the Araize team is highly knowledgeable, it is important to understand the scope of standard support:
- Included: Typical support calls last 5 to 10 minutes and cover procedures, troubleshooting, or specific “how-to” questions related to using FastFund Online. The team also utilizes Internet connection support (screen sharing) to view your environment and directly correct data problems.
- Not Included: Support does not cover extended, hours-long training sessions. Furthermore, while the team can advise on system best practices, it is strictly outside their scope to provide accounting support, analyze your financial records, or provide an official opinion on your financial position.
Submitting an In-App Support Request The most efficient way to get help is to use the built-in ticketing system. This ensures your issue is officially logged and tracked until resolution.
[INSERT SCREENSHOT: The ‘Support Request’ pop-up window showing the auto-filled Name and Email fields, along with the Subject, Module, Attachment, and Description fields]
To initiate a request:
- Click the Support Request icon (the Question Mark) located in the top right corner of your FastFund window.
- The system will automatically populate your Name, Email, and the current Module (e.g., Payroll).
- Type a brief summary in the Subject field.
- If you have an error report or a screenshot of your issue, click Choose File (or Browse) in the Attachment field to upload it.
- Type your detailed question into the Description box.
- Click OK to submit.
Once submitted, your request is issued a unique Support #. You will receive an email confirmation containing this number and the initial response. Important: If you need to follow up or provide more information, always reply directly to that email thread so your notes are properly logged into the existing support ticket.
System Messaging & Alerts Araize also communicates system updates, enhancements, and reminders through an internal messaging system:
- Global Messages: These are announcements sent to all users and appear directly on your main Dashboard. To remove an announcement from your view, click the Clear Announcements (Trash Can) icon.
- Private Messages: If you receive a targeted private message, a yellow Mail Box (or Envelope) icon will appear next to your user name at the very top of the screen. Click this icon to open your Messages window. Unread messages will have a checkmark in the Unread column. Click the Open Envelope icon to read it, and use the Action drop-down menu to mark the message as read or delete it.