10to8 has a dedicated support team on-hand to help you with any questions or concerns you might have about using your 10to8 account.
Our support team are currently based in the UK and the US.
You can contact the support team via Email and Live Chat. Telephone support is available only on our Bespoke plans. To chat with our sales experts about our Bespoke plan options, feel free to book a call with them here.
This guide will explain how to contact the support team and will run you through some initial troubleshooting steps.
How to Contact 10to8 Support via Email
To contact the 10to8 support team via email, simply send an email to firstname.lastname@example.org.
This will automatically create a ticket for you within our helpdesk. We aim to respond to tickets as quickly as possible.
Waiting times may be longer during busy periods, or if your ticket is opened outside of our agents' working hours.
Our agents are based in the UK and the US, so you can expect a response between 09:00-17:00 UTC and 09:00-17:00 CST.
So that our support agents can help you effectively and quickly, please try to give as much detail as possible in your email.
It is also very important that you email us from the email address you use to log in to your 10to8 account. This way, our system will recognize your account and we'll be able to automatically identify you as the verified account owner.
If you contact us from an email address not associated with your 10to8 account, we will need to ask for additional verification.
How to Contact 10to8 Support via Live Chat
Our support agents are also available to help you via Live Chat.
To start a conversation via live chat, click on the 'Support' button at the bottom-right of the screen from within your account.
Note: our live chat is not manned 24/7. If live chat is available, the support button will display a speech bubble. If live chat isn't available, the support button will display a question mark and you'll be prompted to send an email instead.
Clicking the support button will open up a mini window. Here you can use the search bar to look for relevant support articles -- just type in what you're looking for and hit Enter.
If you'd still like to start a live conversation, click 'Live Chat'.
Type your question, hit Enter and an agent will shortly join the conversation. Once they've joined, the chat window will let you know.
A notification will chime when you've received a new message.
The chat window will stay open within 10to8 until you close it. You can therefore navigate your way through your account without worrying that the chat will end.
At the bottom of the chat window to the right, you'll find the options to leave the chat and to send an attachment. The three dots icon will take you to an options menu, where you can turn the notification sounds on/off, request an email transcript of the conversation and edit your contact details.
If you close the chat window or the 10to8 window/tab, the chat session will end.
How to Contact 10to8 Support via Phone (Bespoke Plan)
If you have a Bespoke/Enterprise plan with 10to8, you are entitled to telephone support as well as email and live chat support.
Your Account Manager and/or CSM will provide you with the 10to8 support phone number.
Our support phone line is manned from 09:00-17:00 UTC, Monday-Friday. Phone support is not available at weekends.
We endeavour to answer calls as quickly as possible. Wait times may be longer during busy periods.
How to Find 10to8's Troubleshooting Guides
Most common issues within 10to8 can be easily fixed by following a few simple troubleshooting steps.
We have a dedicated set of troubleshooting guides which you can find by clicking here.
If the relevant troubleshooting guide doesn't solve your issue, don't hesitate to reach out to the support team for further assistance.