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. Dedicated CSM (Premium plan)
If your workspace is on the Premium plan, you have a dedicated CSM. They'll have introduced themselves during onboarding and shared their direct contact info.
Best for: strategic conversations, adoption guidance, feature feedback, 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
Plan | Chat | |
|---|---|---|
Business | Same business day | 24 business hours |
Expert | Priority queue | 4 business hours |
Outside of business hours, we respond as soon as the team is online.
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 CSM directly (if Expert)
- Escalate to contact@katalyz.co with a note "Previously contacted [date] — requesting escalation"
Related articles
Updated on: 18/06/2026
Thank you!