> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting support — how to contact HoopAI

> How to get help from HoopAI: live chat, email support, help center, and community resources.

HoopAI offers multiple support channels depending on your plan and the urgency of your issue. This page explains how to reach us and what to expect.

## Support channels

| Channel                     | Availability                           | Best for                                       |
| --------------------------- | -------------------------------------- | ---------------------------------------------- |
| **Help center** (this site) | 24/7                                   | Self-service guides, how-tos, troubleshooting  |
| **Live chat**               | Business hours (Mon–Fri)               | Quick questions, account issues                |
| **Email support**           | 24/7 (responses during business hours) | Detailed issues, bug reports, feature requests |
| **Phone support**           | Enterprise plan only                   | Urgent issues requiring real-time assistance   |
| **Community**               | 24/7                                   | Peer advice, tips, and best practices          |

## How to contact support

<Steps>
  <Step title="Search the help center first">
    Many questions are answered in this help center. Use the search bar at the top of any page or browse the [troubleshooting section](/troubleshooting/faq).
  </Step>

  <Step title="Use the chat widget">
    Click the chat icon in the bottom-right corner of any page at [help.hoopai.com](https://help.hoopai.com). During business hours, you'll be connected to a live agent. Outside business hours, leave a message and you'll get a response the next business day.
  </Step>

  <Step title="Email support">
    Send an email to your HoopAI support address (found in **Settings → Support** inside your account). Include:

    * Your account email or account name
    * A clear description of the issue
    * Screenshots or screen recordings if applicable
    * Steps to reproduce the problem
  </Step>
</Steps>

## Support by plan

| Feature                       | Starter         | Pro             | Enterprise     |
| ----------------------------- | --------------- | --------------- | -------------- |
| **Help center access**        | Included        | Included        | Included       |
| **Live chat**                 | Included        | Included        | Included       |
| **Email support**             | Included        | Included        | Included       |
| **Phone support**             | —               | —               | Included       |
| **Priority queue**            | —               | —               | Included       |
| **Dedicated account manager** | —               | —               | Available      |
| **Typical first response**    | Within 24 hours | Within 12 hours | Within 4 hours |

<Note>
  Response times are targets, not guarantees. Complex issues may take longer. Critical outages affecting all users are addressed with highest priority regardless of plan.
</Note>

## Tips for faster resolution

<AccordionGroup>
  <Accordion title="Include screenshots or recordings">
    A screenshot showing the error message or unexpected behavior saves back-and-forth and helps the support team identify the issue faster. Screen recordings are even better for multi-step problems.
  </Accordion>

  <Accordion title="Provide your account details">
    Include your account email, the account name (if applicable), and the URL of the page where you're experiencing the issue.
  </Accordion>

  <Accordion title="Describe the expected vs actual behavior">
    Instead of "it's broken," explain what you expected to happen and what actually happened. For example: "I expected the workflow to send an email after 2 hours, but the contact never received it."
  </Accordion>

  <Accordion title="Check known issues first">
    Before contacting support, check the [HoopAI status page](https://status.hoopai.com) for ongoing incidents that might explain the behavior you're seeing.
  </Accordion>
</AccordionGroup>

## Other resources

<CardGroup cols={2}>
  <Card title="Troubleshooting" icon="wrench" href="/troubleshooting/faq">
    Common issues and solutions
  </Card>

  <Card title="Academy" icon="graduation-cap" href="/academy/quick-start/first-steps-with-hoopai">
    Video tutorials and walkthroughs
  </Card>

  <Card title="API documentation" icon="code" href="/api-reference/overview">
    Developer docs and API reference
  </Card>

  <Card title="Status page" icon="signal" href="https://status.hoopai.com">
    Check for ongoing incidents
  </Card>
</CardGroup>