What support do I get with my subscription?

Raquel Updated by Raquel

We're here to assist you throughout your chat journey.

Wondering where to get support if you are having a question or experiencing an issue? Let's chat you through the best ways to get help.

Self-service support available 24/7

Available 24/7

Access via Turn.io Learn Center

Join the Turn.io Impact Community on WhatsApp

Human support within business hours

Available via WhatsApp (recommended channel) or email support@turn.io.

Standard business hours: Monday to Friday, 9 AM to 5 PM local time (São Paulo GMT-3, Cape Town GMT+2, Islamabad GMT-5)

Aimed response times during business hours

We offer different levels of support based on your subscription type.

  • Pro Subscriptions

✔ First response within 24 hours during business hours

  • Enterprise Subscriptions

✔ First response within 4 hours during business hours

✔ Weekend support for critical platform issues (e.g., major feature failures). Enterprise customers receive a dedicated emergency contact for weekends. Details on this will be shared by your partnership manager.

✔ Exclusive access to Journey-specific Sentry errors for easier debugging.

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