How to contact the Gelco support center to get a timely response

When a question or problem with your Gelco solution arises, do you know the best way to contact the Gelco support center?  Should you search for an answer on your own, send an e-mail request or call the help desk?  This is a suggested guide of the most effective way to get a timely response to your question.

The Gelco support center prides itself on conducting a quick turnaround time on client requests for help or answers.  In order for Gelco to best serve you, please read and follow the guidelines with respect to processing your requests.

E-mail Gelco Support
You can e-mail Gelco anytime with questions or requests for help, but the following types of requests must be in an e-mail since they require documentation to process:

• Expense report cancellations -- please be aware of important timing in which to send report cancellation requests.
• All Canadian Pre Fund accounts must send in their requests by 11:00am Central Time 
• All other requests have to be in to Gelco by 3:30pm Central Time to be processed
• All account or user changes
• Report requests

In order to process your e-mail request quickly it is very important to indicate on the subject line exactly what your e-mail is pertaining to along with an indication of the urgency of your request.  We scan through the e-mail queue for severity of the request and for those that have subjects in the subject line. 

Call Gelco Support
These are the types of issues best resolved by a call into Gelco rather than an e-mail:

• All Technical issues
• password, error codes, unable to access, multiple users having the same problem, etc...Dial 1-800-444-9532
• Navigational type questions
• how to function within the solution, where to find something specific, how to get a report
• Consulting type questions
• what reports provide certain data,  when is my corporate card cut off, how to request org level changes or other questions about solution functionality

Self-Help and the Gelco Customer Support Site
Maintenance forms and balancing templates are all available via the Customer Support site at gelcoexpense.com/support.  Please refer to this site for other helpful information on training, tools, etc.

Additionally, Self-Help files are also available to you 24x7 within your Gelco solution and are constantly updated with information.  If you would like to know more how the Self-Help works, just ask us.

We encourage you to call the Gelco support center and review your contact list every 6 months or upon personnel changes.  For continual security and privacy, Gelco is unable to assist clients via phone or e-mail if the person is not on your account’s contact list.