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

# Live Support

> Get real-time help from the Pingtree support team via live chat. This guide explains how to access live support, what we can help with, and how to get your issue resolved as quickly as possible.

## Overview

Pingtree offers live chat support directly within the platform so you can get answers without leaving your workflow. Whether you're troubleshooting a campaign, navigating a billing question, or need help with a technical integration, the support team is available to assist you in real time.

***

## Accessing Live Support

Live chat is accessible from any page inside the Pingtree dashboard.

<Steps>
  <Step title="Open the Chat Widget">
    Look for the **chat icon** in the bottom-right corner of the screen while logged into your Pingtree account. Click it to open the support chat panel.
  </Step>

  <Step title="Select a Support Topic">
    You will be prompted to choose a topic category. Selecting the most relevant category helps route your message to the right team member and reduces wait time.
  </Step>

  <Step title="Describe Your Issue">
    Provide a clear description of your issue. Include any relevant context such as your Campaign ID, the step you are on, and what you expected to happen versus what actually occurred.
  </Step>

  <Step title="Connect with an Agent">
    During support hours, a team member will join the chat and assist you directly. Outside of support hours, your message is automatically converted to a support ticket and you will receive a response by email.
  </Step>
</Steps>

***

## Support Availability Hours

| Day             | Hours (EST)        |
| --------------- | ------------------ |
| Monday – Friday | 9:00 AM – 6:00 PM  |
| Saturday        | 10:00 AM – 2:00 PM |
| Sunday          | Closed             |

<Note>
  Outside of business hours, messages sent via live chat are captured as support tickets. You will receive a response by email on the next business day.
</Note>

***

## What Live Support Can Help With

The live support team is equipped to assist with a wide range of questions and issues across the platform.

<CardGroup cols={2}>
  <Card title="Campaign Setup" icon="bullseye">
    Help configuring campaigns, routing rules, sources, endpoints, payout models, and distribution logic.
  </Card>

  <Card title="Technical Issues" icon="wrench">
    Troubleshooting integration errors, API responses, postback failures, tracking discrepancies, and form behavior.
  </Card>

  <Card title="Billing Questions" icon="credit-card">
    Clarifying charges, invoices, plan limits, and payment methods associated with your account.
  </Card>

  <Card title="Platform Navigation" icon="compass">
    Guidance on finding features, understanding reports, and getting the most out of your Pingtree setup.
  </Card>
</CardGroup>

***

## Response Time Expectations

| Channel                     | Expected Response Time       |
| --------------------------- | ---------------------------- |
| Live Chat (during hours)    | Under 5 minutes              |
| Live Chat (outside hours)   | Next business day via ticket |
| Support Ticket              | 1–2 business days            |
| Working Session (scheduled) | As agreed at booking         |

<Tip>
  For complex issues involving custom integrations, bulk configuration changes, or dedicated build requests, a **Working Session** with a Pingtree Solutions Engineer may be more effective than live chat. See the [Working Sessions](/support/Working-Sessions) guide for details.
</Tip>

***

## Escalation Path

If live chat is not sufficient to resolve your issue, Pingtree follows a structured escalation process to ensure you get the right level of support.

<Steps>
  <Step title="Live Chat">
    Start here for most questions and issues. The live chat team handles the majority of requests in a single session.
  </Step>

  <Step title="Support Ticket">
    If your issue requires investigation, reproduction, or input from engineering, the agent will create a support ticket on your behalf. You will receive updates by email as the ticket progresses.
  </Step>

  <Step title="Working Session">
    For complex issues, custom configurations, or anything that benefits from screen sharing and real-time collaboration, a scheduled working session can be arranged with a Pingtree Solutions Engineer.
  </Step>
</Steps>

***

## Tips for Getting Faster Help

Providing the right information upfront helps the support team diagnose and resolve your issue more quickly. Before starting a chat, have the following ready where applicable:

* **Campaign ID** — for example, `cp100`. This allows agents to pull up your exact configuration without back-and-forth.
* **Transaction ID or Lead ID** — if your issue relates to a specific lead or submission, include the transaction ID (e.g. a UUID from your logs or reports).
* **Error messages** — copy the exact error text or HTTP response code you are seeing rather than paraphrasing it.
* **Screenshots or screen recordings** — visual context often cuts resolution time significantly. Attach files directly in the chat window.
* **Steps to reproduce** — describe what you did, in what order, and what happened at each step. This is especially helpful for intermittent issues.
* **Expected vs. actual behavior** — clearly state what you expected the platform to do and what it actually did.

<Note>
  The more context you provide at the start of the conversation, the less time is spent on clarification and the faster your issue gets resolved.
</Note>

***

## Related Resources

* [Support Plans](/support/Support-Plans) — Learn about the support tiers available on your plan.
* [Ticket Management](/support/Ticket-Management) — Understand how to track and manage open support tickets.
* [Working Sessions](/support/Working-Sessions) — Schedule a hands-on session with a Solutions Engineer.