Sign In Scheduling has a dedicated support team on-hand to help you with any questions or concerns you might have about using your 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 Sign In Scheduling support via email
To contact the 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.
Once you've sent your message, you'll receive an automatic response from our helpdesk to confirm that a ticket has been created for you.
Once an agent responds to you, you'll receive this via email. At the top of the email, you'll be able to see your ticket subject and reference number.
To reply to the agent, simply reply to the email and your message will land back at the helpdesk and re-enter the ticket queue.
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 Sign In Scheduling account, we will need to ask for additional verification.
How to contact Sign In Scheduling 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 Sign In Scheduling 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 Sign In Scheduling window/tab, the chat session will end.
How to contact Sign In Scheduling support via phone (bespoke plan)
If you have a Bespoke/Enterprise plan with Sign In Scheduling, 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 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 Sign In Scheduling's troubleshooting guides
Most common issues within Sign In Scheduling 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.
How to view Sign In Scheduling's status page
If you'd like to view Sign In Scheduling's status, visit status.10to8.com. Here you can check whether all systems are fully operational, and find out if there are any current problems.
You will see a general indication of the status at the top of the page, and underneath you'll find a 90-day record of uptime and downtime for each key part of the Sign In Scheduling software.
Towards the bottom of the page, you'll find a record of each day along with any incidents that occurred. If there has been an incident, you'll find information about exactly what happened. You can scroll back through the incident history using the link at the very bottom of the page.
If you'd like to receive alerts when Sign In Scheduling reports, updates and resolves incidents via the status page, you can click the 'Subscribe to updates' button at the top of the page. You'll then need to enter your email address and click 'Subscribe via email'.