Before contacting support
Try these resources first:- Check Common questions for quick answers
- Review Troubleshooting for solutions to common issues
- Search the documentation for your specific question
How to contact support
Open the navigation sidebar (tap the menu icon in the top header on your phone) and look for the HELP group at the bottom — it keeps every way to reach us one tap away from anywhere in the app. Chat support:- Tap Support in the HELP group to open the chat and message our support team
- This is the main way to reach us — quick questions, detailed issues, and feature requests all go here
- Best for: Anything you need help with, day to day
- Tap Schedule a call in the HELP group to book a 1:1 with the ProBase team
- The booking form is pre-filled with your name and email
- Best for: Walk-throughs and questions that are easier to talk through
There’s no separate support email address to remember — the Support chat is where every request lands, and you can reach it from anywhere in the app.
What to include when contacting support
Help us help you faster by including: Description of the issue:- What you were trying to do
- What happened instead
- When the issue started
- List the exact steps that led to the issue
- This helps us recreate and fix the problem
- Copy the exact text of any error messages
- Or take a screenshot
- Browser (Chrome, Safari, Firefox, etc.)
- Device (computer, phone, tablet)
- Operating system (Windows, Mac, iOS, Android)
- Show what you’re seeing
- Highlight the specific issue
- Include multiple screenshots if helpful
- Your business name
- Your email address
- Affected customer names (if relevant)
Example support request
Good: “I’m trying to send a payment link to customer John Smith from the Money page, but the Send Invoice button isn’t opening the SMS modal. I’ve verified that the customer exists and has billing line items on their account. I’m using Chrome on a Mac. Screenshot attached.” Not helpful: “Payment links aren’t working.”Response times
- Initial response within 24 hours on business days
- Resolution time varies by complexity
Urgent issues
For critical issues affecting your business:- Open the Support chat and start your message with “URGENT”
- Describe the business impact and urgency
- Can’t access Probase at all
- Billing system not working
- Data loss or corruption
Feature requests
Have an idea for improving Probase? We’d love to hear it! Tap Support in the HELP group of the sidebar to send us your idea in chat. Include:- What you’d like to see
- Why it would be helpful
- How you’d use it