How to contact support

Three ways to reach us.

1. Chat (fastest)

Click the chat bubble in the bottom-left corner of Katalyz. Write your question or issue. A support agent responds during business hours; off-hours, we respond as soon as the team is online.

Best for: quick questions, urgent issues, simple troubleshooting.

2. Email: contact@katalyz.co

Email contact@katalyz.co with details. Include screenshots or links where helpful.

Best for: complex issues, detailed context, anything requiring a written trail (security, compliance, billing disputes).

3. Your account manager

Every Katalyz customer has an account manager. They introduced themselves during onboarding and shared their direct contact details; they also handle anything contractual — seats, modules, commitment, renewal.

Best for: strategic conversations, adoption guidance, feature feedback, contract changes, urgent escalations.

What to include

Faster help comes from complete initial messages. Include:

What you're trying to do (the goal, not just the problem)
What's happening instead (error messages, screenshots, URLs)
What you've already tried (helps us skip dead-ends)
Your workspace name (to find you faster)
The specific room or URL if the issue is room-specific
Your browser and OS for technical issues

See What to include in a support message.

Response times

Channel	Typical first response
Chat	Same business day
Email	24 business hours
Account manager	As agreed in your contract

Outside of business hours, we respond as soon as the team is online. See Response times.

What we can help with

Product questions and how-tos
Bug reports
Feature requests
Account and billing questions
Integration setup
Troubleshooting

What we can't help with

Your end-user buyers' browser or device issues (we can help you troubleshoot — but we don't contact your buyers directly)
Legal or contractual advice (we're not lawyers; we can confirm technical infrastructure but not legal conclusions)
Other platforms (HubSpot, Salesforce, etc. — we can help with the integration, but not with those platforms themselves)

Escalation

If an issue isn't being resolved:

Escalate through chat — ask for a senior agent
Email your account manager directly
Escalate to contact@katalyz.co with a note "Previously contacted [date] — requesting escalation"

Updated on: 01/10/2026

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