Contact Technical Support

If you are in need of assistance from our Technical Support department, there are several ways you can open a new ticket. The 4 ways you can reach Technical support are: 

 

Calling Technical Support

Technical Support can be reached by calling 1-866-763-8826 option 2. The hours of operation are Monday-Friday 9:00am-8:00pm EST. If there are no available Technical Support representatives, your call will be answered by our Answering Service, which will take your information down and submit a ticket for you. If your callback request is logged within regular business hours, Technical Support has a 1-business hour turnaround time for a followup. If your callback request is logged outside of regular business hours, Technical Support has a 2-business hour turnaround time for a followup. 

 

Emailing Technical Support

Technical Support can be reached by emailing support@vanillasoft.com. If your email is received within regular business hours, Technical Support has a 1-business hour turnaround time for a followup. If your email is received outside of regular business hours, Technical Support has a 2-business hour turnaround time for a followup. 

 

Submit a Ticket Online

You can submit a ticket through the Submit a Ticket page. This will send an email to our Technical Support department. If your email is received within regular business hours, Technical Support has a 1-business hour turnaround time for a followup. If your email is received outside of regular business hours, Technical Support has a 2-business hour turnaround time for a followup. If you would like to check the status of your ticket 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 that you have access to. 

 

Support Chat

You can also initiate a chat during regular business hours. To do this, click the Chat icon in the bottom right corner of this page (or any page within our knowledge base). Although you are chatting with a Technical Support representative, there are some limitations, however. Limitations of Chat Support are:

  • No screen shareability
  • No callback requests
  • No access to any billing information

If you need anything that is listed above, you must call into Technical Support and speak with one of the representatives. 

If there are no Technical Support representatives available for Chat, you will still be able to submit your message by clicking the icon in the bottom right corner that says Support instead of Chat. Once submitted, a ticket will automatically be sent to our Technical Support team. If your request is received within regular business hours, Technical Support has a 1-business hour turnaround time for a followup. If your request is received outside of regular business hours, Technical Support has a 2-business hour turnaround time for a followup. 

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