Contacting Customer Support

Open Support from the dashboard sidebar. Everything below is on that one page — the phone number, the email address, a form to open a ticket, and a button to have us call you back — and every conversation you have ever had with us is listed underneath, so you can pick one back up instead of starting again.

When we are open

Monday to Saturday, 8:00 AM to 8:00 PM Eastern.

Tickets and email frequently get a reply outside those hours as well; the phone does not.

Which one to use

If you want to	Use
An answer right now, at any hour	Ask our assistant, where it is available on your account. It answers from this help center and hands you to a person whenever you want
To explain something properly, or send a screenshot	Open a ticket. Replies land back on the Support page, and you get an email when one arrives
To talk it through	Call us. The number is on the Support page with a copy button beside it, and the assistant will read it out if you ask
To be called back instead of waiting	Request a callback. Leave your number and the best time
Email	Email us. The address is on the Support page, with a copy button — the assistant can give it to you too

Anything to do with a charge, a refund or your balance should go to a person rather than the assistant.

If you ask the assistant to put you through to someone, it opens a ticket for you there and then, carrying the whole conversation, and a person picks it up — you do not have to repeat yourself or press anything else. Nobody is sitting live on the other end of that chat, so if you want to speak to someone straight away, call, or ask for a callback.

Opening a ticket

Start a ticket asks for a subject and a message, and lets you attach images, video or PDFs — a photo of an error is usually worth more than a paragraph describing it. You get a confirmation email, and the ticket appears in your list straight away.

When we reply, the ticket shows Awaiting your reply and you get an email. Reply on the page. When it is sorted you can mark it resolved yourself, and replying later reopens it.

What to have ready

• The dealership name and the email address you sign in with.
• A screenshot of what you are seeing, including any message it shows.
• What you did just before it happened.
• The record it happened on — the deal jacket, the registration, or the date and amount of a charge.

If you cannot sign in

You cannot reach the Support page when you are locked out, so try Resolving Login Problems and Resetting Your Password first — between them they cover most of it. If neither works, reply to any email we have sent you and it reaches the same support queue.

Who at your dealership sees a ticket

Account admins see every ticket the dealership has opened. Everyone else sees only their own. If a colleague raised something and you cannot find it, that is why — ask an admin, or open your own.