Send a request
- 1Click Support in the menu.
- 2Under What do you need help with?, pick the closest topic: Setup or phone number, Something isn't working, Billing, Question or Feature request.
- 3Choose a Priority. Pick Urgent only when calls or messages aren't being answered.
- 4Type a short Subject and the details: what you did, what happened, and what you expected.
- 5Click Send to support.
You see Request #1042 sent (with your own number), and the request shows under Your requests. Anyone on your team can send one.
Your request number
Every request has its own number, shown before its subject under Your requests, in the subject of our emails (for example Re: [#1042] ...) and in your bell notices.
Calling, emailing or messaging us about a request? Mention its number, so we find it right away.
Read our replies and answer back
- 1When we reply, the person who sent the request gets an email and a bell notice.
- 2Open Support (or click View and reply in the email). Our reply shows under your request as Frontivo.io team.
- 3To answer, click Reply under the request, type your message and click Send reply.
Answering on the Support page keeps everything with your request, and our team is emailed right away. Your teammates' answers show with their name, and yours with You.
If we correct one of our replies, it shows the new text marked edited.
What the status means
- Received: we have it and will look at it soon.
- In progress: we're working on it, or waiting for your answer.
- Resolved: we've fixed it or answered it. Something still not right? Click Reply: the request opens again as In progress.
- Closed: we've closed it without a change (for example an idea we won't build yet). You can still reply and it opens again.
- Cancelled: you took back a request (for example a phone number request). Send a new request if you need it after all.
Billing requests stay private
Billing requests can hold invoices and payment details, so only the person who sent one and the people who manage billing or the plan can see it and our replies.
Other ways to reach us
- Email: support@frontivo.io.
- Phone: +1 (888) 837-9217, toll-free from the US and Canada.
- WhatsApp: +1 (888) 837-9217, from any country.
- Quick answers: click Ask Frontivo.io at the top right of your dashboard, or browse the help center.
Troubleshooting
I didn't get an email about a reply
The email goes to the person who sent the request, so check their inbox and spam folder. Every reply also shows on the Support page under the request.
I can't see a request a teammate sent
It's probably a billing request: those show only to the person who sent it and to people who manage billing or the plan. Ask your account owner for billing access on the Team page.
There's no Reply button
That request was cancelled, so it's finished. Send a new request instead.
I replied to your email but the request didn't open again
Replying to our email reaches our support inbox, but it doesn't change the request. To open a resolved request again, click Reply under it on the Support page.