Office hours
Monday - Sunday: 9am-12am GMT/BST
💡You can still leave us a message outside of office hours, and our dedicated support team will respond on the next business day.
Options
We're eager to ensure you can contact us in the best way to suit your needs and have a wide range of channels for you to get in touch.
Chat 💬
You can message our team via the in-app chat at the bottom right corner of your TeamUp account or from our Help Centre and any article within (just like this one).
Select to Talk With Support or Search for An Article
If you select Talk with Support, we'll ask you a few quick questions to ensure we understand your needs and connect you to the best person for them.
Select "Setup Help / Troubleshooting" for your day-to-day queries.
Select "Report a Problem" if you're experiencing an issue.
Select "Submit a Feature Request" if you'd like to submit a request to update an existing feature or add a new one.
Screen sharing and audio calls for complex issues 🖥️
If you encounter a challenging problem whilst you're engaged with an agent in a live chat, we can easily switch to a messenger video or voice call, where you can share your screen with us. This allows us to see exactly what you're looking at for the quickest and most effective troubleshooting.
📹 Head here for more info with a video example.
In Emergencies 🆘
In an emergency, please complete the following steps.
💡 Emergency Examples
Unable to access your TeamUp account
Several payments are failing
Multiple customers are unable to register for classes
⚠️ Please DO NOT use this for non-emergency issues such as troubleshooting and setup help. Please select one of the other options instead. If your query is not a true emergency, it will be removed from the emergency queue.
Open the chat widget in the bottom right corner of your TeamUp account or Help Centre.
Select Talk to Support >> Report a Problem >> Select the best option for your issue.
Note. If you select "Something else", you will be prompted to complete one additional question before being routed to support. Only option "1" will be treated as an emergency.
For any emergency issues, you will get a prompt response from one of our agents, who will acknowledge the issue and provide regular updates until the issue is resolved.
Schedule a Call 📞
Schedule a call here during our office hours on Monday - Friday.
When scheduling a call please select the appropriate region for the country you're in so we can route you to the best team.
You can also schedule a call through the in-app chat.
All our calls are hosted via Zoom so you can share your screen so we can help you most efficiently.
Email 📧
Email us on [email protected]
Reach out whenever you need us - we're always here to help!
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