Contact our Support team
Contact Support for help by preparing detailed information about your issue then choose chat, email, or phone based on the urgency and complexity of your question.
If you have questions that you can't answer by searching Help and Support, you can contact Support for assistance.
Before you contact Support
Be prepared to provide a specific explanation of the problem so that the Onvio Representative can handle your inquiry efficiently. You might want to write brief notes on some of the symptoms or print error messages related to the problem. At a minimum, the Support Representative will need to know the following.
- Your firm ID, which you can find by selectingSetup, thenFirm.
- Operating system that you're using.
- Internet browser that you're using.
- Specific nature of the problem.
- Steps that preceded the problem.
- Whether this problem occurs with more than 1 client or on other computers.
- Full error message and when it occurs.
Means of contacting Support
Use 1 of the following methods to contact a Support Representative.
- Start a live chat session. Chat support is available from 9 am to 5:30 pm ET on weekdays.
- Call 800-968-0600 and choose options 1, then 7. Phone support is available from 9 am to 8pm ET on weekdays.
Not sure which option to choose?
- Chatsupport is best for time-sensitive questions that can't wait a day or longer for an answer. Chat tends to be quick, especially if your question doesn't have many necessary details. You can work on other things while chatting with Support.
- Emailsupport is best for questions that aren't time sensitive and aren't stopping you from accomplishing work. We strive to answer all of our emails within 48 hours of receiving them.
- Phonesupport is best for questions that are urgent and time sensitive. If you need or want to share your screen, or share details about the situation around your question, this is the best option for you.
