If you can't find the answers you're looking for here in our help center, you're welcome to email or LiveChat with us.
Our Customer Advocacy team is available Monday - Friday, 8 am - 5 pm U.S. Pacific time.
- By email: email@example.com
- By live chat: Click the Help or Chat button in the lower right corner of your screen, available Monday - Friday, 8 am - 5 pm U.S. Pacific time.
You can chat with us live Monday-Friday, 8 am - 5 pm U.S. Pacific Standard Time. To activate a chat, click on the Help button near the top-right of your LivePlan window:
Next, click Chat with Support:
Once you click that button, you'll be presented with a search box, which you can use to search for articles in our help center. Or, to proceed to live chat, click the Live chat button:
Minimizing the chat window
Once your chat is in process, if you're finding that the chat window is obscuring parts of your screen, you can quickly minimize it and restore it using the button in the upper right corner, as shown below:
Note: You won't lose your chat in progress by minimizing the chat window.
Turning off chat notification sounds
You'll hear a bell sound when a new reply is posted to your chat. If you prefer to turn this off, click the Options icon (the three dots) at the bottom of the chat window. That link will pop up an Options menu:
Click on the Sound indicator to toggle the sound off:
Uploading a file to your chat
Sometimes, you may need to send us a screen capture or a PDF copy of your plan. To upload this to the chat, click the Options icon (the three dots) at the bottom of the chat window. Then, select the paperclip icon.
A window will open where you can select the file to upload from your computer.
Getting a chat transcript
If you want a complete chat transcript with us, click the Options icon (the three dots) at the bottom of the chat window. Select Email Transcript:
Enter the email address for the transcript, and click Send. The transcript will be sent once the chat ends:
Ending a chat
You can end your chat by clicking on the Options icon (the three dots) at the bottom of the chat window and selecting End This Chat:
Click End to confirm:
After you've ended a chat, you can always start it again by typing into the chat box again:
Why don't we offer phone support?
We aim to provide you with the best possible support with the shortest wait time. To accomplish that, we focus solely on our online support channels: LiveChat, email, and our extensive Help Center. LiveChat is available every weekday from 8:00 a.m. to 5:00 p.m. PST, except for certain holidays. Our average wait time is less than 15 seconds.
We don't offer phone support because we truly believe we can provide higher-quality support to our customers through chat and email. Here are a few more reasons why we have decided to keep our support online:
- LiveChat and email get you answers faster. Wait times for chat are typically less than 15 seconds, and most emails are answered within a business day. No phone trees or hold music. Just tell us how we can help you; a real human will quickly answer you.
- Online support takes less time because it makes it easy for us to see your past conversations with us quickly. You won’t waste time re-explaining issues or answering repeat questions. If your issue ever needs to be escalated, you won’t have to start over at the beginning.
Our Customer Advocacy team is made up of a small group of talented people located in Eugene, Oregon, who are dedicated to upholding our core belief of helping small businesses succeed. We do this by answering questions, solving problems, and helping you build your business plan.
If you have any questions or feedback on this, please feel free to contact us:
Chat at: https://www.paloalto.com/contact_us
email to: firstname.lastname@example.org