Summary
BuilderPal offers live support when you need help beyond what the AI Chat or Help Center can provide. Our team is available to assist with account issues, billing, technical problems, and anything that requires a human to look directly at your situation.
This article explains how to reach a live agent, what we can help with, and what to expect when you start a support conversation.
How It Helps
Live support gives you direct access to a real person who can view your account, troubleshoot specific issues, and resolve problems that the AI Chat or self-serve articles cannot handle. It’s the fastest way to fix login troubles, permission errors, billing questions, or anything unique to your projects or team setup.
How It Works
Live support is built right into the BuilderPal app and Help Center.
Click the yellow BuilderPal helmet icon in the bottom-right corner of the screen.
The chat window will open – type your question or select Start a Conversation.
If a human is needed, a live agent joins the chat immediately.
If all agents are busy, a short form appears so you can leave your details and we’ll follow up as soon as possible.
You can also email us directly at [email protected] anytime.
When to Use
Reach out to a live agent when:
Something isn’t working as expected
You or a team member can’t log in or access part of the account
You’re seeing an error message
You have billing, subscription, or invoice questions
Permissions or project visibility issues are blocking work
The AI Chat can’t resolve your specific situation
You need someone to look directly at your project, user, or timesheet setup
For general “how-to” questions, try the AI Chat or Help Center first – they’re usually faster for standard tasks.
What to Include When Contacting Support
To get the quickest resolution, please provide:
A short description of the problem
The project or feature involved
The email address of the affected user
Screenshots (if possible)
Steps you took before the issue appeared
The more context you give, the faster we can help.
If Live Chat Is Unavailable
When no agents are online or all are busy:
Use the Support Form that appears in the chat widget (name, email, phone, message)
Or email [email protected] directly
We will reply as soon as an agent is available – usually same business day.
Response Times
Live chat → fastest (usually within minutes when agents are online)
Support form ticket → same business day
Email → within 24 hours
Our goal is always to resolve your issue as quickly and clearly as possible.
Next Steps
Click the yellow helmet icon now if you need help, or email [email protected]. We’re here when you need us.
FAQ
How do I start a live support chat?
Click the yellow BuilderPal helmet in the bottom-right corner of the app or Help Center and type your question or choose Start a Conversation.
What if no live agents are available right now?
A support form will appear. Fill it out and we’ll get back to you the same business day, or email [email protected] directly.
Can live support help with billing or subscription changes?
Yes – agents can view your account, adjust subscriptions, fix invoice issues, apply credits, or handle any payment-related questions.