--- title: "Contact support" slug: "contact-support" updated: 2026-08-21T19:11:52Z published: 2026-08-21T19:11:52Z canonical: "docs.turbo360.com/contact-support" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.turbo360.com/llms.txt > Use this file to discover all available pages before exploring further. # Contact support ## Overview The Contact support page provides direct channels to reach the Turbo360 support team. Use these channels when you need immediate assistance, have a pre-sales enquiry, or need to discuss your account outside of a formal support ticket. ## Support hours The Turbo360 support team is available **4am to 10pm GMT, Monday to Friday**. ## Contact channels ### Technical support For technical issues with Turbo360 modules, platform administration, or Azure connectivity: - **Support portal:** Visit [turbo360.com/support](https://turbo360.com/support) to raise a support ticket, access documentation, or start a live chat session. - **Email:** [support@turbo360.com](mailto:support@turbo360.com) - **In-app support:** Click your profile avatar in the top-right corner of the Turbo360 application and select **Support**. This sends a support request directly to the Turbo360 support team. - **Live chat:** Available on the support portal at [turbo360.com/support](https://turbo360.com/support) during support hours. ### Account and billing For subscription enquiries, licence changes, or billing questions: - **Email:** [license@biztalk360.com](mailto:license@biztalk360.com) ### Emergency escalation For platform-wide outages or critical data issues affecting your production environment: - [Raise a ticket](https://docs.turbo360.com/docs/raise-a-ticket) with the priority set to **Critical**. - Use the live chat on [turbo360.com/support](https://turbo360.com/support) if available during support hours. ## Before you contact support To help the support team resolve your issue quickly, have the following ready: - Your Turbo360 organisation name and the email address associated with your account - The module or feature affected - A clear description of the issue and the steps to reproduce it - Any error messages or codes shown in the Turbo360 UI or browser console - The approximate time the issue first occurred - Relevant screenshots or log exports If your issue is a known platform problem, check the [Troubleshooting hub](https://docs.turbo360.com/docs/troubleshooting-hub) before contacting support. ## Limitations - Support channels are available to users with an active Turbo360 subscription. If your subscription has expired, contact the sales team to discuss renewal options. - Support hours are 4am to 10pm GMT, Monday to Friday. Requests submitted outside these hours will be addressed on the next business day. - The in-app support option requires an active session. If you cannot log in, use the support portal at [turbo360.com/support](https://turbo360.com/support) or email [support@turbo360.com](mailto:support@turbo360.com). ## Troubleshooting 1. **No response received after sending a support request** Cause: The request was submitted outside support hours, or the confirmation email was filtered as spam. Fix: Check your spam folder for the confirmation email. Requests submitted outside 4am–10pm GMT (Monday to Friday) will be addressed on the next business day. 2. **Live chat is not available** Cause: Live chat is only staffed during support hours (4am–10pm GMT, Monday to Friday). Fix: Submit a support ticket via the portal, email [support@turbo360.com](mailto:support@turbo360.com), or use the in-app **Support** option. The team will respond when support hours resume. 3. **Support ticket raised but no ticket ID received** Cause: The confirmation email was filtered to spam, or the ticket submission did not complete successfully. Fix: Check your spam folder. Log in to [turbo360.com/support](https://turbo360.com/support) to verify whether the ticket was created. If no ticket appears, resubmit or email [support@turbo360.com](mailto:support@turbo360.com). ## FAQs 1. **What is the fastest way to get help for a critical issue?** Raise a ticket with the priority set to **Critical** via [turbo360.com/support](https://turbo360.com/support), or use the in-app **Support** option from the user menu. If support hours are active, use live chat for the fastest response. You can also email [support@turbo360.com](mailto:support@turbo360.com). 2. **Can I contact support for help with a trial account?** Yes. Trial account users can contact support through any of the channels listed above. 3. **Who do I contact if I want to add modules or expand my subscription?** For licensing and subscription changes, email [license@biztalk360.com](mailto:license@biztalk360.com). For new module enquiries or pricing, use the **Contact us** form on [turbo360.com](https://www.turbo360.com). ## Related articles - [Raise a ticket](https://docs.turbo360.com/docs/raise-a-ticket) - [Troubleshooting hub](https://docs.turbo360.com/docs/troubleshooting-hub) - [Community support](https://docs.turbo360.com/docs/community-support)