Support
The Support page lets you contact the Chatim team directly from your dashboard. Submit categorized support requests and receive help via email.
Accessing Support
- Log in to your Chatim dashboard
- Click Support in the sidebar navigation
Submitting a Request
Step 1: Select a Category
Choose the category that best describes your request:
| Category | When to Use |
|---|
| Billing | Payment issues, plan questions, invoices, refunds |
| Technical | Widget not working, bugs, integration issues |
| Account | Login problems, profile settings, password issues |
| Feature Request | Suggest new features or improvements |
| Other | Anything that doesn't fit the above categories |
Step 2: Describe Your Issue
Write a detailed message explaining your request (minimum 10 characters, maximum 5,000 characters).
Tips for faster resolution:
- Include your project name or URL
- Describe the steps to reproduce the issue
- Mention the browser and device you're using
- Include any error messages you're seeing
- Attach screenshots by linking to them in your message
Step 3: Submit
Click Submit Request to send your message.
After Submitting
- You'll see a confirmation screen with a success message
- A confirmation email is sent to your account email
- Our team receives your request with your account details and message
- We typically respond within 24–48 hours
Response Times
| Category | Expected Response |
|---|
| Billing & Account | Within 24 hours |
| Technical Issues | Within 24–48 hours |
| Feature Requests | Acknowledged within 48 hours |
Responses are sent to the email address associated with your Chatim account. Check your inbox (and spam folder) for our reply. You can continue the conversation by replying directly to the email.
Live Chat
For real-time support during business hours, you can also reach us through the chat widget on chatim.app.
Common Issues by Category
Billing
- "I was charged after canceling" — Check if cancellation took effect before the billing date
- "I need an invoice" — Access invoices via Billing > Manage Subscription in the Stripe portal
- "How do I change plans?" — Go to Billing and select a new plan
Technical
- "Widget not showing on my site" — Verify the installation code is placed before
</body> and the project ID is correct - "Chatbot flow not working" — Make sure all nodes are connected and the flow is saved in the Chatbot Builder
- "Push notifications not working" — Check browser permissions and ensure notifications are enabled in your Profile
Account
- "I can't log in" — Use Forgot Password on the login page to reset
- "I need to change my email" — Go to Profile and update your email (requires current password)
- "Delete my account" — Submit a request through the support form
Feature Request
- Describe the problem you're trying to solve
- Explain how the feature would help your workflow
- Include examples of how you'd use it
Alternative Contact
If you cannot access the dashboard:
Email: [email protected]
Include your account email and project URL so we can locate your account.