Watch our short video which talks through all you need to know about support tickets.
How do I raise a support ticket?
Click on the need help button in the bottom right corner of the page. This is often better than reaching out to individual members of the team as it means you can get a faster response and we are very aware that time is a limited commodity for founders!
How long does it take to get a response?
We try our best to respond to all tickets within an hour during standard UK business hours of 9am-5pm.
Outside of those hours, we don't provide any estimates of response time, but if one of our dedicated team members happens to be free and awake, they often jump on to answer.
I need help urgently, what is the best way to make contact?
Our customer success team are all alerted when a new ticket comes in and if you mark the priority as urgent when you create the ticket, this will be highlighted when we are sent that notification.
We just ask please that you don't abuse the urgent priority unless it genuinely is.
Will I have a single point of contact when communicating with FounderCatalyst?
We don’t assign account managers, as routing through one person slows things down. Anyone in our Customer Success team can handle your tickets, so just raise a support ticket for the fastest help.
I've raised a support ticket and I haven't had a response, what should I do?
- Check your spam or junk folder:
Sometimes, our emails may be redirected to your spam or junk folder. If you find any emails from FounderCatalyst there, mark them as "not spam" to ensure future messages land in your inbox.
- View your support tickets directly:
Instead of waiting for an email notification, you can check the status of your support tickets directly on the FounderCatalyst platform. We aim respond to all enquiries within 1 hour, so you can always find updates there.
By following these steps, you’ll stay informed and never miss important updates!
