Last updated: May 26, 2026
How to Get Help
| Channel | Use it for | How to reach us |
|---|---|---|
| Email support | Product questions, troubleshooting, data questions, integration help | customerteam@benefit-flow.com |
| In-product chat | Quick questions while you’re working in BenefitFlow | Chat widget on benefitflow.com |
| Billing, plans & licensing | Subscription changes, invoices, adding seats | Your Customer Success Manager |
Response Times
We respond to all support requests within 24–48 business hours, and usually faster. Every request is acknowledged and tracked through to resolution. For issues that require investigation — such as a data discrepancy or an integration error — we’ll confirm we’ve received your request, give you an expected next step, and keep you updated until it’s resolved.Support Hours
Our support team operates Monday through Friday, excluding US holidays. Requests submitted outside of business days are answered on the next business day.What Support Covers
Our team can help with:- Platform questions and troubleshooting — search, filtering, saved lists, exports, and login issues
- CRM integrations — setup and troubleshooting for Salesforce, HubSpot, and Microsoft Dynamics
- Data questions — how our data is sourced, what a field means, and reporting a record that looks inaccurate
- Account access — managing users, resetting passwords, and resending invites
Handled Outside of Support
A few requests are best handled by another team:| Request | Where it goes |
|---|---|
| Billing, invoices, and plan changes | Your Customer Success Manager |
| Adding or removing seats | Your account admin |
| Removing your personal data from BenefitFlow | Data removal request |
Reporting a Data Issue
If a record looks inaccurate — a wrong contact, an outdated broker relationship, or an employer detail that’s off — email customerteam@benefit-flow.com with the employer or contact name and what looks incorrect. We review every report and update our data accordingly.FAQs
Is the chat on your website a live chat?
Is the chat on your website a live chat?
No. The chat widget routes your message to our support team, who reply by email within 24–48 business hours. It isn’t staffed for real-time conversation.
How quickly will I hear back?
How quickly will I hear back?
We respond to all requests within 24–48 business hours, Monday through Friday (excluding US holidays), and usually sooner. Requests sent over a weekend or holiday are answered the next business day.
Who do I contact about billing or changing my plan?
Who do I contact about billing or changing my plan?
Billing, invoices, and subscription changes are handled by your Customer Success Manager rather than general support. See Account & Billing for details.
Can you help me set up my CRM integration?
Can you help me set up my CRM integration?
Yes. Our support team helps with setup and troubleshooting for Salesforce, HubSpot, and Microsoft Dynamics. Start with the CRM integration guides, and email us if you get stuck.
How do I report data that looks inaccurate?
How do I report data that looks inaccurate?
Email customerteam@benefit-flow.com with the employer or contact name and what looks wrong. We review every report and update our data.
I'm locked out — how do I reset my password?
I'm locked out — how do I reset my password?
You can reset it yourself without contacting support. See Reset your password. If you’re still stuck, see Login troubleshooting.