# Support

Section: Reference · Page: https://artsvp.com/docs/reference/support

(Plans: All plans)

ARTSVP support covers account access, billing, feature enablement, event setup,
integrations, and any problem still standing after the
[troubleshooting checks](https://artsvp.com/docs/reference/troubleshooting).

## Reaching the team

- **Email** [support@artsvp.com](mailto:support@artsvp.com), on any plan.
- **Live chat** inside ARTSVP (Plans: Pro & Expert)
- **Phone support**, through your dedicated route (Plans: Expert)

| Plan | Target email response |
|---|---|
| Free | Seven days |
| Pro | 24 hours |
| Expert | 12 hours |

These are response targets, not promised resolution times, urgency and
investigation time affect how long a fix actually takes.

## What to include

The fastest answers come from messages the team can act on straight away. Send
enough detail to find the exact record:

- your organisation, and the event or collection name;
- the affected guest's email or the public link;
- what you expected, and what happened instead;
- the time the problem occurred, and your time zone;
- the browser, device, or scanner involved;
- an error message or screenshot, when one exists.

Never email an API token, card number, password, or two-factor backup code.
Support cannot see a password or two-factor code, and will never ask for one.

## Following up on a request

Reply to the same email thread instead of starting a new message, the team can
see the full history and pick up where you left off.

If a live event or check-in is affected, add **URGENT** and the event name to
your reply subject so the team can prioritise it.

For live-event problems, (Plans: Pro & Expert) users can also reach
out via the in-app live chat, and (Plans: Expert) users
through their dedicated phone route.

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Keep reading: [Troubleshooting](https://artsvp.com/docs/reference/troubleshooting) ·
[Billing and credits](https://artsvp.com/docs/settings/billing-and-credits) ·
[API Overview](https://artsvp.com/docs/api/overview)

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