When to use live chat vs a support ticket

Live chat is best for quick questions when you need a fast response and our team happens to be online — look for the online/offline indicator on the Help & Support page. Because live chat isn't staffed around the clock, a reply isn't always immediate even while it shows as online.

For anything more detailed, account-specific, or that doesn't need an instant answer — billing questions, account changes, reporting a bug — raise a support ticket instead. Tickets are tracked, keep a full history of the conversation, and don't require anyone to be online at the same time as you.