How to Reach Support

Overview

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.

Options to Reach Out 

1. In-App Live Chat (Recommended)

• Where: Blue chat bubble at the bottom-right of Punchey Live.

• Hours: Monday–Friday, 9 AM–5 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.

            Pro Tip: Attach screenshots or a short Loom video right in the chat to skip the back-and-forth.

If the Live Chat is not working:
If the in-app live chat is not working properly, you may send a screenshot of the error you are receiving to our support email so our team can review the issue.

You can also run a diagnostic test on your desktop using the following link:
https://puncheyteam.freshchat.com/diagnostics/html/index.html

After running the test, copy the diagnostic test result URL and include it in your email. This will help our support team identify the issue and assist you more efficiently.

2. Email Support

• Address: support@punchey.com

• Monitored: 7 days/week.

• Typical response: < 4 hours on business days, < 12 hours on weekends.

• Best for: Detailed bug reports, feature requests, anything needing attachments or logs.

• Include:

  • Business Name

  • Steps to reproduce – bullet list beats a novel

  • Expected vs. actual behavior

  • Screenshots or console logs if possible

3. Phone Support

• 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.

4. Dedicated Success Rep (Post-Onboarding)

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

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

Before You Reach Out -- Quick Checklist

• 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.

Self-Service Resources

1. Help Center: https://puncheyteam.freshdesk.com/support/solutions

2. Youtube: www.youtube.com/@PuncheyOfficial

Still Unsure? 

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