Fleetio Support Best Practices

Fleetio is committed to providing comprehensive support for our customers. If you encounter a question or issue in the Fleetio system, you may wonder when to contact support and what we can assist you with. This article will review these topics in more detail.

When to Contact Support

Before you contact Fleetio Support, ask yourself the following questions:

• Is this how Fleetio is supposed to work?
  • Start with the Help Center and Fleetio Academy (self-service first).
• Am I trying to confirm whether behavior is expected or broken?
  • Support can investigate unexpected or atypical product behavior and reproduce issues.
• Do I have an internal Company point of contact (IT/System Admin) that can help?
  • Loop them in first. They may be able to offer assistance.

How to Contact Support

For general support, the quickest and easiest way to contact us is by using the chat feature in Fleetio. You can also email help@fleetio.com.

For Billing Support, use the chat feature in the Fleetio app or email billing@fleetio.com.

For API Support, use the chat feature in the Fleetio app or email api@fleetio.com.

To contact Fleetio Support by phone, dial (800) 975-5304 ext 2.

Support is available Monday through Friday, 8 a.m. EST to 8 p.m. EST.

Best Practices: What to Include in Your Request

Support works best when we’re aligned on what we can do quickly (triage, investigation, reproduce) versus what needs scoping (bulk changes, professional services, on-site work).

The more context you provide to Fleetio Support in your initial request, the faster we can route your request to the appropriate support team for resolution.

For large fleets: include account context, reproduction steps, and attachments in your first message, loop in your internal approvers/CSM, and we’ll route the ticket to the right Specialist or Support Engineer so work can start immediately.

We’ve provided the following template for you to easily copy and paste into your request.

Support Request Template

Items marked with an asterisk are required.

• *Account name & plan:
• *Primary contact & role:
• *Platform being used (Web or Fleetio Go):
• *Steps to reproduce (with timestamps):
• *Expected vs. actual behavior:
• *Screenshots/Screen Recording:
• Any recent account changes (admins, config, integrations, etc.):
• CSV Export/Sample Data (if applicable):
• API request ID/device ID (if applicable):
• SSO/SAML Metadata (if applicable):
• Shop Network vendor IDs (if applicable):

The items in this template are explained in more detail below:

Required for Every Support Request:

• Account name & plan - Your exact Account Name as it appears in Fleetio, the account plan/tier (if known), and whether you’re a named/enterprise account or using a CSM.
• Primary contact & role - The name, email, and role (admin/system admin) of the primary contact. You can also include whether you want Support to loop in your CSM or IT team.
• Platform being used (Web or Fleetio Go) - The platform where the issue occurred (Web or Fleetio Go)
• Steps to reproduce (with timestamps) - Step-by-step instructions showing how to reproduce the issue. If the issue is intermittent, please provide timestamps and time zones.
• Expected vs. actual behavior - A short statement on what behavior you expected to occur, and what actually occurred in Fleetio.
• Screenshots/Screen Recording - Attach screenshots or a short screen recording that shows the issue and any error messages that may have appeared.

Required for specific support requests:

• CSV Export/Sample Data - For Import/Export issues, include a CSV or export that demonstrates the problem (redact PII if needed). For telematics issues, include device IDs, timestamps, and event IDs.
• API request ID/device ID - For API/integration issues, include the request/response payload, request ID, endpoint, timestamps, and the account token (or provide a link to an admin share).
• SSO/SAML Metadata - For SSO/SAML issues, include metadata, IdP logs where possible, and the account admin contact.
• Shop Network vendor IDs - For Shop Network-related issues, include vendor portal links or vendor IDs. Shops register at fleetio.com/vendors, and many shop-related questions are covered in vendor knowledge bases.

Support Capabilities

Fleetio Support can assist with:

• Troubleshooting Fleetio Web & Mobile behavior, reproducing product issues, and confirming whether something is a bug or expected behavior.
• Troubleshooting integrations, APIs, Billing questions, and Shop Network interactions.
• Pointing you to the right Fleetio resources, Knowledge Base, Academy courses, or the right Fleetio team (Customer Success, Professional Services, Support Engineering).

Fleetio Support cannot assist with:

• Repair Order (RO), roadside, towing, or external vendor approvals - Support cannot approve or schedule repairs, towing, rentals, or third-party vendor decisions. Shops and internal approvers handle these actions; Auto Integrate and the Shop Network provide routing so shops can contact approvers directly (shop → approver flow often bypasses Support).
• Repair order (RO) pricing/negotiations - Fleetio does not set service prices; this is solely managed by the shop. If you notice any discrepancies between the shop’s prices and those in Auto Integrate, please contact the shop directly.
• Purchase Order (PO), national account numbers - Support cannot provide a PO number or national account number for a repair order. Shops can use the RO ID from Auto Integrate instead of the PO number; otherwise, they should work with their help desk internally to move forward. National account numbers are not needed to start an RO; shops only need to search for your VIN using Auto Integrate.
• Fuel card support/replacements - Support cannot replace fuel cards or help if a fuel transaction fails. This should be handled directly with your fuel provider.
• Create or decide user permissions - Support will not create users or decide who should have access. These are admin responsibilities inside your organization.
• Account updates of any kind - Support cannot make any changes to your account on your behalf. We can only offer guidance on how to make a change. If you don't have access to make a change, you should reach out to your internal teams for further assistance.
• MDM / device enrollment overrides - Device security and MDM problems must be handled by your IT or device management team.
• Scheduling, coordinating field services - Support provides tools and guidance but does not act as a service coordinator.

Shops, Repair Orders, & Shop Network Support

Shops have workflows (Shop Network / Auto Integrate) that enable them to contact approvers directly and handle repair order approvals without routing through Support.

If your question concerns how shops are supposed to contact approvers or payment flows, the Shop Network knowledge articles and vendor portal guidance are the best starting points.

Support will assist when integration or process questions cross into Fleetio behavior, but will not approve ROs or act as the approver.