Office hours
| UK Time (GMT/BST) | Pacific Time (PT) | Mountain Time (MT) | Eastern Time (ET) |
Support Team (Monday - Friday) | 9am–12am | 1am–4pm | 2am–5pm | 4am–7pm |
Onboarding Team | 9am–10am | 1am–2pm | 2am–3pm | 4am–5pm |
Emergency Coverage: | 7 days a week - see process for emergencies | 7 days a week - see process for emergencies | 7 days a week - see process for emergencies | 7 days a week - see process for emergencies |
💡 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 committed to providing the best support experience possible. Whether you need help troubleshooting an issue, have a question about features, or want to share feedback, here’s how you can reach us.
💬 Start a Chat
Get real-time assistance from our support team by clicking the chat icon in the bottom-right corner of your TeamUp dashboard, then selecting Send us a message.
This will start a conversation with TeamO, our dedicated AI support agent trained on all of our help content to provide you instant answers any time of the day.
You can ask TeamO anything, and he’ll provide answers to your questions. After every reply, if TeamO has missed anything, you can provide additional details and he'll try again - or type “speak to human” or "agent" to be connected to our team.
Being directed to TeamO before you speak with human support offers some major advantages.
Click here to find out the advantages of using TeamO
Click here to find out the advantages of using TeamO
⚡ Instant answers:
Get help right away — no waiting in a queue for a support agent.
💬 Available 24/7:
TeamO is always online, so you can get assistance anytime, even outside support hours.
🧭 Guided help:
TeamO can walk you through setup steps, troubleshoot issues, and link you directly to helpful guides.
🔄 Faster resolution:
In many cases, TeamO can resolve your question immediately, saving you time.
🤖 Seamless handoff:
If your question needs a human touch, TeamO will quickly connect you with the right support agent and share the chat history so you don’t have to repeat yourself.
🧠 Continuously improving:
Out Support team reviews every interaction to and makes updates to content to improve TeamO's knowledge. TeamO also learns from real support interactions, so his responses get smarter and more accurate over time.
🔔Tips for Best Results: The better your question, the better the response! Be specific when asking for help.
✅ Good Examples: "How can I add a recurring membership?" or "How can I reset my password?"
❌ Not as effective: "memberships." or "password problems"
🖥️ 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 video call inside the messenger, 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
If your business is stopped entirely, please complete the steps below.
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.
💡 Emergency Examples
All customers cannot access TeamUp
All payments are failing
No customers can book a class
Open the chat widget in the bottom right corner of your TeamUp account or Help Centre.
Select Send us a Message >> Ask to Speak to an Agent >> Report a Issue >> Select "1️⃣ Critical Outage - Your business is blocked..." if your business is entirely stopped.
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
You can schedule a call during our office hours Mon-Fri.
For Support Team: schedule a call here
For Onboarding Team: schedule a call here
When scheduling a call please select the appropriate region for the country you're in so we can route you to the best person.
You can also schedule a call through the in-app chat.
All our calls are hosted via Microsoft Teams (support) or Zoom (onboarding) so you can share your screen so we can help you most efficiently.
For Support, email us on [email protected]
If you are in Onboarding still, email [email protected]
Reach out whenever you need us - we're here to support you every step of the way.
Whether you choose to connect with a team member or use our AI tool, you can count on TeamUp for reliable and responsive assistance.
🎭 Share Your Thoughts
Support Team Feedback
After using AI or chatting with an agent, you’ll have the option to rate your support experience. This helps us continually improve our service.
Submit a Feature Request
Share your ideas and suggestions directly with our Product Team by selecting "Submit a feature request" in the messenger widget.
Or head to https://goteamup.com/providers/feedback/
Your feedback helps us make TeamUp even better for you and your customers