Contacting Customer Support
Our Support team is available weekdays (Monday-Friday) from 8 AM-6 PM EST to answer any questions!
Extended Hours during Giving Day "high seasons": 9 AM - 2 AM EST
Spring: mid-February to May 31st
Fall: October 1st - Giving Tuesday
Chat with us
Log in to your user account and send us an in-app message.
Click the support icon in the bottom right corner of the page to send us a question using our in-app messaging tool. This is the quickest way to get help and connect with the team!
You can start a conversation by clicking 'Ask a question':
Meet Bonnie
When you open a chat, you will first be greeted by Bonnie, our friendly AI-powered support bot designed to quickly answer your questions and connect you with the team if needed.
Bonnie can:
answer common product questions
recommend help articles
direct you to relevant resources
Type your question into the “Ask a question...” field, and Bonnie will search the Help Center directly within the chat window and surface relevant help articles instantly!
Note: To keep your data safe, avoid sharing sensitive details like PHI or PII.
For best results, be sure to include as much detail as possible (steps to reproduce an issue, error messages, etc.). The more context you provide, the faster we can help!
From there, you can view more search results or visit the full Help Center by clicking here.
If Bonnie does not solve your issue or you prefer to chat with a human, just type “Talk to a human” or “Agent, please” and you will be connected to a live support agent during business hours. If it is after hours, we will follow up as soon as we are back online.
You can reference prior conversations you have had with our team at any time by clicking 'Messages':
Note: You can minimize the chat by clicking the blue arrow under the in-app messenger!
Send us an e-mail!
You can always send our team an e-mail at customersuccess@givegab.com. We recommend including your name and your organization's name when you reach out.
Check our Status Page
Visit our Status Page to view hours for scheduled (and unscheduled) maintenance and updates on any open incidents.
Searching for information on Support SLA's?
Visit this page on the Bonterra website to learn more.
Questions about your Giving Day?
Please contact your Host - their Contact Information is listed in the footer of the live Giving Day website.
For All Other Inquiries...
For all other inquiries, including questions about billing, sales, or account management, please visit our Support page here.