Support Hours & Response Times
Our support team is here to help. Here’s when we’re available and how quickly you can expect to hear back.Support Hours
Standard Support
- Days: Monday - Friday
- Hours: 9 AM - 6 PM Eastern Time
- Holidays: Closed on major US holidays
After Hours
- Requests submitted outside business hours are queued for the next business day
- For urgent account access issues, try our self-service options:
Response Times
Response times vary by issue type and your subscription:Free Tier
| Issue Type | Target Response |
|---|---|
| Account access | Within 24 hours |
| Billing questions | Within 24-48 hours |
| Bug reports | Within 2-3 business days |
| General questions | Within 2-3 business days |
| Feature requests | No individual response |
Pro Subscribers
| Issue Type | Target Response |
|---|---|
| Account access | Within 4 hours |
| Billing questions | Within 12 hours |
| Bug reports | Within 1 business day |
| General questions | Within 1 business day |
| Feature requests | Within 2 business days |
What Affects Response Time
Faster Responses
- Complete information in your request
- Clear description of the issue
- Screenshots when relevant
- Pro subscription
- Simple, common issues
Slower Responses
- Missing information (we may need to follow up)
- Complex technical issues
- High support volume periods
- Weekends and holidays
- Vague or unclear requests
Priority Levels
We prioritize issues by severity:Critical (Fastest)
- Can’t access account at all
- Incorrect charges/billing errors
- Security concerns
High
- Features completely broken
- Significant data errors
- Payment issues
Medium
- Features partially working
- Minor data discrepancies
- How-to questions
Low
- Feature requests
- General feedback
- Non-urgent questions
While You Wait
Check Self-Service Resources
Many issues can be resolved immediately:- Search this Support Center - Your answer may be here
- Check our status page - See if there’s a known outage
- Try troubleshooting - Follow our guides for common issues
Common Quick Fixes
Checking Request Status
After submitting a request:- You’ll receive an email confirmation with a ticket number
- Check your email for updates
- Reply to the email thread to add information
- Contact us if you haven’t heard back within expected timeframes
Escalating Issues
If you haven’t received a response within expected timeframes:- Reply to your original support email
- Reference your ticket number
- Note that you’re following up
High Volume Periods
Response times may be longer during:- Market volatility events
- Product launches
- After major updates
- Holiday weeks