Requesting Support
For assistance within Recollective, select the question mark icon in the bottom-right corner of any page. This help widget does not appear by default to Clients.
Selecting the help icon opens a window with two sections:
- Answers: Instant access to the Recollective Knowledge Base
- Ask: New support requests and access to previous conversations
Using the Ask support option within the platform ensures you get a fast response. You can alternatively reach us by email at helpdesk@recollective.com.
Support Hours
Standard support is available from 6AM to 10PM Eastern time (excluding Canadian public holidays). Outside of standard support hours, we'll reply as soon as someone is available to help!
If you have an urgent issue that requires immediate action, and haven’t heard back from us through the standard support channels, please navigate to https://recollective.com/911 to open an emergency support ticket.
Tips for Participants
When participants select the help icon, a window opens with the same sections. The destination of each section is however unique:
- Answers: Instant access to the Tips for Participants Knowledge Base
- Ask: The direct Messages area will open in a new tab so the participant can submit a question to the Moderator.
Participants cannot contact Recollective for support.