There are several ways you can contact Technical Support if you require assistance with a new or existing ticket. You can reach Technical Support by the following methods:
Calling Technical Support
You can call Technical Support at 972-200-0179 option 2. The hours of operation are Monday - Friday 9:00 am - 8:00 pm, and Saturday 10:00 am - 4:00 pm EST. If there are no available Technical Support representatives, our answering service will take the call, take your information down, and submit a ticket for you. If your callback request gets submitted within regular business hours, Technical Support has a 1-business hour turnaround time to followup. If your callback request gets submitted outside of regular business hours, Technical Support has a 2-business hour turnaround time to followup.
Emailing Technical Support
You can email Technical Support at support@vanillasoft.com. If Technical Support receives your email within regular business hours, there is a 1-business hour turnaround time for a follow-up. If Technical Support receives your email outside of regular business hours, there is a 2-business hour turnaround time for a follow-up.
Submit a Ticket Online
You can submit a ticket to VanillaSoft using the Contact VanillaSoft form. Submitting a ticket through the online form will send an email to our Technical Support department. If Technical Support receives your email within regular business hours, there is a 1-business hour turnaround time for a follow-up. If Technical Support receives your email outside of regular business hours, there is a 2-business hour turnaround time for a follow-up. If you would like to check your ticket status or view your previous ticket history, you can do so by following the steps listed in our Check Status of Your Support Tickets article.
Note: If you do not receive a confirmation email, please verify that you have entered a valid email address in the form or have logged in using an email address to which you have access.
Support Chat
You can chat with Technical Support during regular business hours. To start a Support Chat session, click the Support icon in the bottom-right corner of this page (or any page within our Knowledge Base). However, there are some limitations with Chat. Limitations of Chat Support are:
- No screen shareability
- No callback requests
- No access to any billing information
If you require anything listed above, you must call Technical Support and speak with one of the representatives.
Suppose there are no Technical Support representatives available for Chat. In that case, you will still be able to submit your message by clicking the Support icon in the bottom-right corner. Enter your inquiry and click Submit to send a ticket to our Technical Support team. If your inquiry gets submitted within regular business hours, Technical Support has a 1-business hour turnaround time to followup. If your inquiry gets submitted outside of regular business hours, Technical Support has a 2-business hour turnaround time to followup.