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
Chat support:- Click the chat widget in the bottom-right corner of Probase
- Get real-time help from our support team
- Best for: Quick questions and immediate assistance
- Email: support@probaseapp.com
- Response time: Within 24 hours on business days
- Best for: Detailed questions, issues, and feature requests
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 using the Invoice action in the FAB menu, but the flyout isn’t showing a payment link. 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:- Mark email as “URGENT” in the subject line
- 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! Send feature requests to:- Email: feedback@probaseapp.com
- Or use the chat widget in the bottom-right corner of Probase
- What you’d like to see
- Why it would be helpful
- How you’d use it