> ## Documentation Index
> Fetch the complete documentation index at: https://docs.benefitflow.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Policy

> How to reach the BenefitFlow team, what to expect for response times, and what our support covers.

<Info>
  **Last updated:** July 24, 2026
</Info>

Need help? This page explains how to contact the BenefitFlow team, how quickly you can expect a reply, and what our support team can help with.

## 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](mailto:customerteam@benefit-flow.com) |
| **In-product chat**            | Quick questions while you're working in BenefitFlow                  | Chat widget on [benefitflow.com](https://www.benefitflow.com/)        |
| **Billing, plans & licensing** | Subscription changes, invoices, adding seats                         | Your Customer Success Manager                                         |

<Warning>
  The chat widget on our platform is **not a live chat**. Messages route to our support team and are answered by email within the response times below.
</Warning>

## 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](/knowledge-base/salesforce-integration), [HubSpot](/knowledge-base/hubspot-integration), and [Microsoft Dynamics](/knowledge-base/dynamics-integration)
* **Data questions** — how our data is sourced, what a field means, and reporting a record that looks inaccurate
* **Account access** — signing in, managing users, and resending invites

For complex or technical issues, our support team works directly with our product and engineering teams to investigate and resolve them, and keeps you informed on status along the way.

## 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](/knowledge-base/account-billing) |
| Adding or removing seats                     | Your [account admin](/knowledge-base/manage-licenses)            |
| Removing your personal data from BenefitFlow | [Data removal request](/knowledge-base/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](mailto:customerteam@benefit-flow.com) with the employer or contact name and what looks incorrect. We review every report and update our data accordingly.

## FAQs

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/knowledge-base/account-billing) for details.
  </Accordion>

  <Accordion title="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](/knowledge-base/crm-integrations-getting-started), and email us if you get stuck.
  </Accordion>

  <Accordion title="How do I report data that looks inaccurate?">
    Email [customerteam@benefit-flow.com](mailto:customerteam@benefit-flow.com) with the employer or contact name and what looks wrong. We review every report and update our data.
  </Accordion>

  <Accordion title="I'm locked out. How do I get back in?">
    Sign in with a one-time code, there's nothing to reset. See [Signing in](/knowledge-base/signing-in). Still stuck? See [Login troubleshooting](/knowledge-base/login-troubleshooting).
  </Accordion>
</AccordionGroup>