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Try these resources first:
- Check Common questions for quick answers
- Review Troubleshooting for solutions to common issues
- Search the documentation for your specific question
Email support:
- Email: [email protected]
- Response time: Within 24 hours on business days
- Best for: Non-urgent questions, detailed issues, sending screenshots
Phone support:
- Phone: [Support phone number]
- Hours: Monday-Friday, 9 AM - 5 PM EST
- Best for: Urgent issues, complex problems, immediate assistance
In-app chat:
- Click the Help icon in Probase
- Hours: Monday-Friday, 9 AM - 5 PM EST
- Best for: Quick questions, real-time help
Help us help you faster by including:
Description of the issue:
- What you were trying to do
- What happened instead
- When the issue started
Steps to reproduce:
- List the exact steps that led to the issue
- This helps us recreate and fix the problem
Error messages:
- Copy the exact text of any error messages
- Or take a screenshot
Your environment:
- Browser (Chrome, Safari, Firefox, etc.)
- Device (computer, phone, tablet)
- Operating system (Windows, Mac, iOS, Android)
Screenshots:
- Show what you’re seeing
- Highlight the specific issue
- Include multiple screenshots if helpful
Account information:
- Your business name
- Your email address
- Affected customer names (if relevant)
Example support request
Good:
“I’m trying to generate a payment link for customer John Smith, but when I click ‘Generate Link,’ I get an error message. 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
Email:
- Initial response within 24 hours on business days
- Resolution time varies by complexity
Phone:
- Immediate assistance during business hours
- May require follow-up for complex issues
Chat:
- Real-time responses during business hours
- May escalate to email for detailed issues
Support hours
Business hours:
Monday-Friday, 9 AM - 5 PM EST
After hours:
Email support is monitored, but responses may be delayed until the next business day.
Holidays:
Support is closed on major U.S. holidays. Check the status page for holiday schedules.
Emergency support
For critical issues affecting your business:
- Call phone support during business hours
- Mark email as “URGENT” in the subject line
- Describe the business impact
Examples of critical issues:
- Can’t access Probase at all
- Billing system not working
- Data loss or corruption
Not emergencies:
- Questions about how to use a feature
- Non-urgent billing questions
- Feature requests
Feature requests
Have an idea for improving Probase?
We’d love to hear it! Send feature requests to:
Include:
- What you’d like to see
- Why it would be helpful
- How you’d use it
We review all feedback and prioritize based on customer needs.
Training and onboarding
Need help getting started?
We offer:
- Documentation - Comprehensive guides (you’re reading them now!)
- Video tutorials - Step-by-step walkthroughs (coming soon)
- Onboarding calls - Personalized setup assistance (contact support to schedule)
Connect with other Probase users:
- User forum: [Forum URL]
- Facebook group: [Group URL]
- Share tips, ask questions, and learn from others
Status page
Check system status:
- Visit status.probaseapp.com
- See if there are any known issues
- Subscribe to status updates
Feedback on documentation
Found an error in the docs?
Have a suggestion for improvement?
Email: [email protected]
We’re constantly improving our documentation based on your feedback.
We’re here to help
Our goal is to help you run your business successfully. Don’t hesitate to reach out with any questions, no matter how small. We’re here to support you.