In addition to submitting support requests directly in the Deel platform, you can email the 24/7 Tech Support team. This option is useful when you prefer email communication or need to submit a request from outside the Deel platform.
When you email the support team, you'll receive an instant automatic confirmation with a ticket ID, so you know your request was received and can track it.
In this article
- How to submit a request by email
- Requirements for email submission
- What if your email request is rejected?
- Automatic confirmation with ticket ID
- Tracking your request
- Frequently Asked Questions
How to submit a request by email
Email addresses
Send your request to one of these addresses:
- General support: it.helpdesk.support@deel.com
- Escalations: it.helpdesk.escalations@deel.com
What to include in your email
- Subject line: Brief description of your issue (e.g., "Laptop won't connect to WiFi")
- Email body: Detailed explanation of the problem, steps you've already taken, and any error messages
- Attachments (optional): Screenshots or files that help illustrate the issue
What happens next
- Instant confirmation - You'll receive an automatic email confirmation with your ticket ID within seconds
- Team reviews - Our support team reviews your request and investigates
- Agent replies will be sent to the work email address registered in your Deel profile. If your work email is empty or unavailable, the system falls back to your personal email, but only if it's registered in your Deel profile. Either way, you'll receive the reply.
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Status updates:
- For Org Admins/24/7 Support Admins: Go to Deel IT → 24/7 Tech Support → Requests to track status.
- For all users: Track progress in the Deel Inbox or reference your ticket ID in follow-up emails.
Requirements for email submission
Your email request will only be processed if you meet BOTH of these requirements:
Requirement 1: Active 24/7 Tech Support License
Your organization must have 24/7 Tech Support enabled, and you must have an active 24/7 Tech Support license assigned to your Deel profile.
Not sure if you have a license?
- Check with your IT Admin or Deel account administrator
- They can verify and assign licenses in the 24/7 Tech Support Membership section
Requirement 2: Work Email Must Be Registered & Match
Your Deel profile must have either:
- A work email address, OR
- A personal email address (as a fallback)
Your email request must come from whichever address is registered in your Deel profile. The system checks work email first; if empty, it accepts personal email.
Your work email and sender address must match exactly.
Example:
- RIGHT Work email in profile: sarah.jones@company.com → Send from sarah.jones@company.com
- WRONG Work email in profile: sarah.jones@company.com → Send from sarah@gmail.com (will be rejected)
What if your email request is rejected?
If your request doesn't meet the requirements above, you'll receive an automatic rejection email with this message:
"We couldn't find a Deel account linked to this email address, so we weren't able to create your 24/7 Tech Support request. To get this resolved, check that you're emailing from the address registered on your Deel account. If you're unsure, ask your Deel account administrator to verify your profile and confirm that a 24/7 Tech Support licence has been assigned to you."
How to fix it:
-
Check your 24/7 Tech Support license status
- Ask your IT Admin to confirm you have an active license assigned
-
Verify your work email
- Ask your IT Admin to check that your Deel profile has a work email field filled in
- Re-send your request from that exact email address
-
If using automation (HiBob, Zapier, etc.)
- Your automation is sending from a generic or no-reply address (e.g., noreply@hibob.com)
- Contact your IT Admin to configure the automation to send from a valid work email.
Automatic confirmation with ticket ID
When your request is successfully submitted, you'll receive an immediate confirmation email that includes:
- Ticket ID - Use this to reference your request in follow-up emails
- What happens next - Timeline for our team's review
- How to track - Option to check status in the Deel platform
Save this confirmation! It contains your ticket ID, which helps our team investigate faster if you need to send additional information.
Tracking your request
You can track your request in two ways:
Option 1: Deel Platform
- Requests Overview (Org Admins only) - If you're an Org Admin or 24/7 Support Admin, go to Deel IT → 24/7 Tech Support → Requests to manage all requests.
- For regular users - Check progress in your Deel Inbox where you'll see all ticket updates.
Option 2: Email
- Check your ticket ID in the automatic confirmation email
- Reference this ID in any follow-up emails to the support team
Frequently Asked Questions
How long will it take to get a response?
Once your request is submitted and confirmed, our support team will follow up as soon as possible. Response times vary depending on request volume and issue complexity. Your organization's SLA (Service Level Agreement) defines guaranteed response times.
Can I send additional information for my request?
Yes. Reply to any email from the support team and include your ticket ID in the subject line. This ensures your follow-up is linked to the original request.
What if my request was rejected? Can I resubmit?
Yes. But first, verify that:
- You have an active 24/7 Tech Support license and your organization has 24/7 Tech Support enabled.
- Your Deel profile must have a work email field populated, and your email must come from that exact address (or your registered personal email, if work email is unavailable).
Once you've confirmed these, resend your request from the correct address.
Why is my automation (HiBob, Zapier, etc.) being rejected?
Automations that send from generic or no-reply addresses are rejected because we can't link the request to a specific worker.
Solution: Reconfigure your automation to send from a worker's direct work email address (e.g., sarah.jones@company.com) that's registered in Deel.
I submitted a request but didn't receive a confirmation. What happened?
If you didn't receive a confirmation email:
- Check your spam/junk folder (sometimes confirmation emails are filtered)
- Resend your request. It may not have been received
- Verify requirements. Your request may not have met the license/work email requirements (check your email inbox for a rejection message)
If still no luck: Contact your IT Admin and ask them to verify your 24/7 Tech Support license and work email in your Deel profile.
What happens after my request is resolved?
Once marked Resolved, the request is closed. If the issue continues:
- Reopen the conversation (if available in the Deel platform), or
- Submit a new request and reference the original ticket ID in the subject line
Why is my automation (HiBob, Zapier, etc.) being rejected?
Automations sending from generic or no-reply addresses are rejected because the system can't link the request to a specific worker with a valid license.
Solution: Reconfigure your automation to send from a worker's direct work email (e.g., sarah.jones@company.com) that's registered in their Deel profile.
More help
- For on-platform requests: See How Workers Can Create a Deel IT 24/7 Tech Support Request
- For admins managing licenses: See Managing 24/7 Tech Support Licenses
- General overview: See About 24/7 Tech Support from Deel IT