How to Get Help — Support Channels & Response Times
Not sure how to reach us or how long to wait? Here's every support channel, when to use each, and what response times to expect.
Email support — for most questions
hello@askbiz.co is the fastest way to reach us for account, billing, and technical questions.
- Response time: Within 2 business hours (Mon–Fri, 8am–6pm GMT)
- Best for: Billing queries, account access, integration issues, feature requests
- What to include: Your account email, a description of the issue, and any error messages or screenshots
Help Centre search — instant answers
Before emailing, try searching the Help Centre. Over 90% of questions are answered here.
Use the search bar at the top of any help page. Search works across all article titles, descriptions, and content — including FAQs.
Tip: Search for the specific thing you're trying to do, not an error code. For example, search "connect Shopify" rather than "Error 403".
In-app feedback — for bugs and UX issues
If you notice something behaving unexpectedly in the product, use the Feedback button (bottom-right of any dashboard page) to send a bug report. This automatically captures your browser version, the page you're on, and recent actions — which helps us investigate faster.
Bug reports are typically acknowledged within 1 business day and fixed based on severity.
Priority support — Business and Enterprise plans
Business plan users get priority email support with a 1-hour response time during business hours.
Enterprise plan users get a dedicated account manager, a private Slack channel, and 24/7 emergency support for production incidents.
To upgrade your plan, go to Settings → Billing → Change Plan.
What to do if your issue is urgent
For urgent issues (e.g. you can't log in, data has disappeared, billing has charged incorrectly):
1. Email hello@askbiz.co with the subject line starting with [URGENT]
2. Include your account email and a description of the impact
3. We triage urgent emails immediately, even outside normal hours
For Enterprise customers, contact your account manager directly via your private Slack channel.