Office hours
Monday - Sunday: 9am - 1am 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 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.
Email 📧
Chat to a TeamUp Agent 💬
Access real-time assistance from our support team by clicking on the chat icon in the bottom-right corner of any TeamUp page, then click Send A Message >> Chat to Support >> Setup Help/Troubleshooting >> Chat With An Agent.
Our Support team is available 9:00 am to 01:00 am GMT/BST and strives to provide quick, personalised assistance.
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.
Ask AI a Question
We’ve integrated an AI assistant into our chat widget to enhance your support experience. Here’s what you need to know.
Why Use the AI Assistance?
AI is designed to save you time and provide quick answers. However, it’s not a replacement for human connection as we realise how important that is - it’s an enhancement to our support offering. If the AI can’t fully resolve your issue, you can always connect with our human support agents for personalised help.
How to ask AI a question
Click on the chat icon in the bottom-right corner of the screen
Select "Ask AI a Question" from the menu options
What AI can help you with
Answer frequently asked questions (FAQs) about TeamUp features and functionality
Provide troubleshooting steps for common issues
Offer guidance on using key tools in TeamUp
What AI cannot help you with
Handle complex account-specific issues like billing issues or unexpected software behaviour
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"
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 Chat to Support >> Report a Issue >> 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 Microsoft Teams so you can share your screen so we can help you most efficiently.
Email 📧
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
Feedback:
After using AI or chatting with an agent, you’ll have the option to rate your 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.
Your feedback helps us make TeamUp even better for you and your customers
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