Quick Answers
How to reach us for support
How to contact LivePlan support
If you can't find the answers you're looking for here in our help center, you're welcome to email or LiveChat with us.
By email: help@liveplan.com
By live chat: Click the Help or Chat button in the lower right corner of your screen, available Monday - Friday, 8 am - 5 pm U.S. Pacific time.
To activate a chat, click on the Help button near the lower-right of your LivePlan window, and then click Chat with Support:
Once you click that button, you'll be presented with our help window, which you can use to chat with LivePlan support, email LivePlan support, or search for articles in our help center.
Or, to proceed to live chat, click the Live chat button:
If you reach out to chat with us outside of our operating hours of Monday - Friday, 8 am - 5 pm U.S. Pacific time, you will be prompted with a message that will ask you to state your question and an email to contact you.
Inputting your question and your email will convert the chat into a priority email that will be answered once operating hours begin by our Customer Advocacy Team.
In the meantime, you can still explore all of our self guided Help Center resources in order to help you find an answer for your question.
Uploading a file to your chat
Sometimes, you may need to send us a screen capture or a PDF copy of your plan. To upload this to the chat, click the Options icon (the three dots) at the bottom of the chat window. Then, select the paperclip icon.
A window will open where you can select the file to upload from your computer.
Closing & restoring the chat window
Once your chat is in process, if you're finding that the chat window is obscuring parts of your screen, you can quickly close it using the button in the lower right corner, as shown below:
Note: Your chat in progress will not immediately end by closing the chat window.
To reopen your chat, repeat the steps you used when opening the chat initially
Click on the Help button near the lower-right of your LivePlan window, and then click Chat with Support:
When you reopen the chat widget, you will see a menu showing your chat history, organized by most recent.
Your current live chat will be at the top of your chat history.
Click on that chat to reopen the chat window to resume chatting.
Note: If the chat has timed out due to inactivity, you will see all chats, including the most recent, labeled Your chat has ended.
To start a new chat, simply click on the new chat button in the upper righthand corner of the chat window and you will be connected with another live agent.
Why don't we offer phone support?
We aim to provide you with the best possible support with the shortest wait time. To accomplish that, we focus solely on our online support channels: LiveChat, email, and our extensive Help Center. LiveChat is available every weekday from 8:00 a.m. to 5:00 p.m. PST, except for certain holidays. Our average wait time is less than 15 seconds.
We don't offer phone support because we truly believe we can provide higher-quality customer support through chat and email. Here are a few more reasons why we have decided to keep our support online:
LiveChat and email get you answers faster. Wait times for chat are typically less than 15 seconds, and most emails are answered within a business day. No phone trees or hold music. Just tell us how we can help you; a real human will quickly answer you.
Online support takes less time because it makes it easy for us to quickly see your past conversations with us. You won’t waste time re-explaining issues or answering repeat questions. If your issue ever needs to be escalated, you won’t have to start over at the beginning.
Our Customer Advocacy team comprises a small group of talented people located in Eugene, Oregon, who are dedicated to upholding our core belief of helping small businesses succeed. We do this by answering questions, solving problems, and helping you build your business plan.
If you have any questions or feedback on this, please feel free to contact us:
Chat at: https://www.liveplan.com/contact-us
Email to: help@liveplan.com