How to Reach Support

Where: Blue chat bubble at the bottom‑right of Punchey Live.
Hours: Monday‑Friday, 9 AM – 8 PM ET (excluding U.S. bank holidays).
Typical response: 5–15 minutes during hours, next‑day outside hours.
Best for: Quick questions, “how‑do‑I” tasks, minor issues that don’t block sales.

Attach screenshots or a short Loom video right in the chat to skip the back‑and‑forth.

Address: support@punchey.com
Monitored: 7 days/week.
Typical response: < 4 hours on business days, < 12 hours weekends.
Best for: Detailed bug reports, feature requests, anything needing attachments or logs.
Include:
1. Business Name.
2. Steps to reproduce – bullet list beats a novel.
3. Expected vs. actual behaviour.
4. Screenshots or console logs if possible.

Direct Line: (855) 786‑2439
Hours: Monday‑Friday, 9 AM – 5 PM ET.
Best for: Payment‑blocking issues, hardware failures, or when chat/email aren’t practical.
What to have ready: BID, description of the issue, and details such as invoice/transaction number, amount, and or customer name if payments are affected.

After onboarding, each account has an assigned Client Success Rep.

Use when: You need strategy advice, workflow tweaks, or ongoing optimisation—not break/fix support.

✅	Question
	Have you refreshed the page or power‑cycled the device?
	Are you on the latest version of the app (Android/iOS)?
	Are there any system updates available for the related equipment?

Taking 60 seconds to check these items may save you a support call.

If you don’t know which channel to pick, start a chat. We’ll route you.

Your time is valuable. We offer multiple channels so you can choose the quickest path to a real answer. Use this guide to pick the right option and get the fastest resolution.