Why we no longer offer phone support
Effective Date: March 2017
We offer 24/7 online support via email and support ticket system, and live chat weekdays between 10:00 AM and 4:00 PM CST. All Customer Care Advisors are real, friendly humans working from our home base in Dallas, Texas. We love answering questions and solving problems.
We don’t offer phone support because we truly believe it wouldn’t be possible to provide the same effective assistance over the phone. We decided to keep our support online for a few reasons:
- We can instantly view your account activity, submitted details, and other information so we can troubleshoot effectively.
- Some of the problem solving can be visual process. We frequently ask you to send us photos or videos to help us see what you’re seeing.
- It’s faster. We can quickly get to the bottom of your questions without putting you on hold.
- Online support keeps detailed records in one place. This ensures nothing gets lost in translation if we need to escalate your issue. We’ll always have access to previous tickets so you won’t have to repeat questions.