Factorial is one of the better-known names in HR tech for small and midsize businesses. It brings together various tools in one clean-looking platform.
But good design isn’t everything.
In this in-depth review, we break down what Factorial does and for how much, as well as show you where it runs into trouble.
By the end, you’ll know if it’s a fit, or if it’s time to move on.
What is the Factorial HR management tool?
Factorial is a Barcelona-based HR software company founded in 2016 by Jordi Romero, Pau Ramon, and Bernat Farrero. Built for small and medium-sized businesses, Factorial combines HR with payroll, time tracking, and other tools into a single cloud platform.
Company's mission? Help teams manage people's time and money without getting buried in admin.
Today, over 13,000 companies use Factorial to centralize employee data and automate tasks.
Factorial business software key features
Factorial's main features include:
Time tracking & shift planning
Monitor attendance, assign shifts with templates, and request time off in one place. You get a clear overview of who’s working and when, which helps minimize scheduling gaps and burnout.
Payroll management
Connect employee working hours with contracts,and expenses to automate salary calculations. You can reduce manual input and minimize payroll errors, even when dealing with variable compensation like overtime or bonuses.
Talent acquisition & onboarding
Post job openings, review applications, and move candidates through structured stages. Once hired, new employees receive everything they need to get started (no separate systems or tools required).
Performance management
Run structured reviews and set measurable goals to support personal development across your team. Managers can give continuous feedback and track progress over time, helping you retain top talent.
Expense & project tracking
Approve costs faster with built-in controls and tags. Factorial gives you real-time insights into project profitability and helps keep budgets in check without separate accounting software.
Reporting & valuable insights
Use dashboards to explore metrics like employee turnover or training completion. This data helps you make decisions that support your HR goals and improve team engagement across departments.
Factorial customer support reviews
We looked closely at what users are saying about Factorial’s customer support, and the results are... mixed. While some users call it helpful and responsive, others describe it as one of the weakest points of the entire HR platform.
Let’s start with the positives.
Javier R. shared that “customer support is responsive and helpful, addressing queries promptly.” Another reviewer, Jeni B., mentioned, “The customer experience was great - the staff were there every step of the way throughout implementation.” So for some, the support works well, especially during onboarding.
But scroll a bit further, and the cracks begin to show.
Marcello B. described his support experience as “extremely disappointing,” explaining that even after contacting the account manager, customer support, legal, and the CEO, no one followed up on his company’s request to retrieve data. Even seven months after account closure.
That’s a serious trust issue.
Angelica B. also flagged “difficulties in help from customer support including long response times and unhelpful responses.” Others, like Nicolas S., said “it often takes 2 months for Factorial to process a simple, legitimate request,” even while their team kept paying for the service.
And it’s not just about speed.
Michael S. called out the “outrageously slow and poor” response time for mission-critical issues. Even when the platform’s basic features help with tasks like payroll or performance reviews, it’s tough to rely on data-driven decisions when support is nowhere in sight.
In short? Factorial’s support seems to work well for some. But when problems scale or get technical, many users feel left on their own. For teams relying on the tool for employee performance or payroll functionalities, that can drag down employee satisfaction and eat into productivity across the whole team.
Factorial data security level
How does Factorial hold up when it comes to data security?
Short answer: pretty strong on paper.
Factorial runs on Amazon Web Services (AWS) servers in Germany, backed by three layers of physical protection. That means your files sit in a highly controlled environment. The platform is also ISO/IEC 27001:2023 certified, and SOC 2 Type I & II compliant. That checks the boxes for companies needing tight security on document management or employee development files.
On top of that, Factorial claims full compliance with global data protection laws like GDPR, UK-GDPR, LGPD, and CCPA. That’s key for businesses hiring across borders or handling large-scale talent management and absence management tasks.
But here’s where it gets interesting: while Factorial talks a big game, users do raise valid flags.
As one reviewer noted, “Factorial hosts all companies records on their end… which although I feel they are secure, it really makes them liable for any security breaches.”
Another issue? There’s no self-hosting option. So if you’re a company that needs more control over internal data handling (say, for legal or compliance reasons), you’re out of luck.
The platform does make it easy for employees to view and update personal info during the onboarding process. But if your company wants more direct access to how data is stored, or to centralize administrative tasks under a self-managed model, this could feel limiting.
Rating: 8/10
✔️ Strong certifications, encryption, and cloud infrastructure
✔️ Good fit for small to mid-sized companies doing time tracking and other HR processes
⚠️ No self-hosting, limited flexibility for larger organizations with custom finance management or compliance requirements
⚠️ A few users questioned how transparent and responsive support is in security-related scenarios
Bottom line? Factorial is secure by default, not by choice. Great for teams that want a plug-and-play all-in-one solution with industry-grade protections. Less ideal for those who want full control of their setup. If your HR team needs real transparency and fast action in critical moments, keep that in mind before you lock in.
Factorial pricing
Factorial’s pricing starts at $8 per user/month, but most small teams will likely land on the Starter Plan, which begins at $80/month for 10 employees.
This plan includes tools to handle your hr tasks, payroll management, and employee scheduling in one platform, plus onboarding and document tools that help you spend less time chasing paperwork.
Need more than the basics? Factorial uses an à la carte model, so you can pick the hr functionalities you want: from talent acquisition and recruitment process tools to expense management and custom workflows.
You’ll have to talk to sales to get a final quote, though, which means no quick price checks or plan comparisons online.
The good part? You won’t pay for features your team won’t use. But be ready to navigate a quote-based system if you’re growing or scaling quickly.
While the platform does cover a lot, it’s not the cheapest in its class.
Still, it’s a fair trade if you value modular tools and real-time insights, backed by reliable customer support.
Rating: 7.5/10
✔️ Flexible setup, tailored plans
✔️ Strong entry-level plan for small businesses
⚠️ No public pricing beyond Starter tier
⚠️ Quotes required for scaling teams or advanced features
Common issues with Factorial
While many users praise Factorial for various reasons, others report recurring challenges that affect daily operations.
More specifically:
Data handling and account issues
Some people shared concerns around data access and account closure. As you already know, one of those is Marcello who despite giving five months' notice, still couldn’t retrieve sensitive data after seven months.
Missing features and poor customization
A frequent complaint involves lack of flexibility in key workflows. Users say the software doesn’t allow multi-step workflows, limits template variables, and doesn’t let you record custom searches. Many also mention that task management feels incomplete and disconnected from other modules.
Not fully built for the U.S. market
While Factorial supports multiple languages, some reviews suggest it’s heavily geared toward European HR practices. For example, U.S.-based users mention problems adapting PTO policies and unclear translations throughout the platform.
Pricing transparency and upsells
One reviewer described a pricing policy they felt was misleading, with unexpected increases after signup. Another pointed out that promised features were restricted until additional payments were made, even though they were part of the original contract.
The best alternative to Factorial HR: Unrubble
Factorial may not feel right for your needs at the moment, and that's okay.
If you're after a better solution, Unrubble might be exactly what you're looking for.
Where Factorial users often report long response times, rigid workflows, and missing U.S.-focused new features, Unrubble keeps things simple and fast.
Support that actually supports
Factorial’s support team has been described as unresponsive and hard to reach, especially when it matters most. Unrubble flips the script. With an average customer service rating of 4.9 out of 5 on Capterra, users consistently praise the team for being helpful and proactive. Reviewers say even minor bugs are “squashed quickly,” and the team is “happy to help even with the most trivial things.”
Truly user-friendly
Factorial is easy on the eyes, but once you dig in, things like setting up multi-step workflows or finding advanced configurations can be clunky. Unrubble is rated 4.9 for ease of use, with users calling it “one of the most intuitive HR tools available.” Even smaller teams say it’s ideal for managing time off, shifts, and leave requests without hours of setup.
No hidden complexity
With Factorial, plans look flexible on paper, but real-world reviews flag issues with upselling, quote-based pricing, and unclear terms. Unrubble keeps it simple: you pay based on the number of users, nothing more. One reviewer summed it up: “Great value for money… hassle-free.”
Mobile-ready and time-tracking focused
Factorial’s mobile experience works, but it’s not always praised, especially by teams managing shifts on the go. Unrubble is built around modern time-tracking features like hourly PTO, draft scheduling, and real-time manager alerts. Even teams without an HR department say it makes everyday planning “peaceful and chaos-free.”
Check out all of our features:
The verdict?
Unrubble wins where it counts: real support and tools that work right out of the box. For teams frustrated by Factorial’s growing pains, Unrubble offers a better experience from day one.
Want to see it in action? Check out Unrubble now for free and take control of your team’s time, without the admin headaches.
