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Contact SmoothHiring Support
Contact SmoothHiring Support
SmoothHiring is committed to helping you succeed with your hiring goals. Whether you have a technical question, need help configuring a feature, or want to provide feedback, our support team is here to help.
Support Channels
In-App Chat
The fastest way to get help is through SmoothHiring's built-in chat support:
- Look for the chat widget in the bottom-right corner of any SmoothHiring page.
- Click the chat icon to open a conversation.
- Type your question or describe your issue.
- A support agent will respond as quickly as possible during business hours.
- Outside business hours, leave a message and the team will follow up via email.
Tip: Include as much detail as possible in your initial message — the specific page you're on, what you were trying to do, and what happened. This helps our team resolve issues faster.
Email Support
Reach the support team by email:
- Email: support@smoothhiring.com
- Response time: Typically within 1 business day (varies by plan)
When emailing support, include:
- Your company name and account email
- A clear description of the issue or question
- Steps to reproduce the problem (if applicable)
- Any error messages you've encountered
- Your subscription plan (helps us understand your available features)
Phone Support
For urgent issues or complex questions:
- Phone support availability depends on your subscription plan
- Scale plan customers receive dedicated support contact information
- Contact details are provided in your account settings or welcome email
Support by Plan
Different subscription tiers include different levels of support:
| Plan | Support Level | Details |
|---|---|---|
| Free / Trial | Community & Knowledge Base | Self-service help documentation |
| Starter | Standard Support | In-app chat and email during business hours |
| Growth | Priority Support | Faster response times, priority queue |
| Scale | Dedicated Success Manager | Named contact, proactive guidance, phone support |
Before Contacting Support
Before reaching out, try these self-service resources:
1. Help Documentation (This Wiki)
Browse the help wiki for detailed guides on every SmoothHiring feature:
- Careers & Branding — Career page setup and customization
- Offers & Onboarding — Offer and onboarding workflows
- Resources — AI tools and templates
- Integrations — Connect your tools
- Billing — Payment and subscription management
2. Check Known Issues
Some issues may be temporary or already known:
- Look for any system banners or notifications in the app
- Check if the issue persists after refreshing the page (Ctrl+R / Cmd+R)
- Try clearing your browser cache and cookies
- Test in a different browser to rule out browser-specific issues
3. Common Quick Fixes
| Issue | Try This |
|---|---|
| Page not loading | Refresh the page or clear browser cache |
| Can't log in | Reset your password via the login page |
| Integration disconnected | Reconnect via Settings → Connected Apps |
| Email not sending | Verify email integration is connected |
| Features not available | Check your subscription plan includes the feature |
| Payment failed | Update your card in Billing & Payment |
What to Include in a Support Request
To help us resolve your issue as quickly as possible, include:
- Your email address associated with your SmoothHiring account
- Company/account name
- Description of the issue — What happened? What did you expect to happen?
- Steps to reproduce — How can we see the same issue?
- Browser and device — Chrome/Firefox/Safari, Windows/Mac, Desktop/Mobile
- Error messages — Copy any error messages you see (exact text or screenshots)
- Timing — When did the issue start? Is it intermittent or constant?
- Impact — How many users/candidates are affected?
Feature Requests & Feedback
We love hearing from our users. If you have ideas for new features or improvements:
- Use the in-app chat and mention it's a feature request.
- Email us at support@smoothhiring.com with "Feature Request" in the subject line.
- Include:
- A clear description of the feature you'd like
- The problem it would solve
- How it would improve your hiring workflow
Tip: Feature requests from multiple customers are prioritized higher. If you know other SmoothHiring users who want the same feature, encourage them to submit requests too.
Account Management
Updating Account Information
- Go to Settings → Account → Account Information.
- Update your name, email, phone number, or other details.
- Click Save.
Changing Your Password
- Go to Settings → Account → Password & Security.
- Enter your current password and your new password.
- Click Change Password.
Recovering Your Account
If you've lost access to your account:
- Click Forgot Password on the login page.
- Enter your registered email address.
- Check your email for a password reset link.
- If you set up a security question, you can also use it for recovery.
- If you still can't access your account, contact support@smoothhiring.com.
Business Hours
SmoothHiring support is available during standard business hours:
- Monday–Friday: 9:00 AM – 6:00 PM (Eastern Time)
- Weekends & Holidays: Limited availability — leave a message and we'll follow up on the next business day
- Emergency issues (system outage, security concern): Available 24/7 for Scale plan customers
Escalation Process
If your issue hasn't been resolved to your satisfaction:
- Reply to your support ticket with additional details or clarification.
- Request escalation — Ask your support agent to escalate to a senior team member.
- Contact your Success Manager (Scale plan) — They can advocate for faster resolution.
- Email leadership — If all else fails, send a note to support@smoothhiring.com with "Escalation" in the subject line.
Related Pages
- Billing & Payments — Payment and invoice help
- Subscriptions & Pricing — Plan features and upgrades
- Compliance & Security — Security and data questions
- Integrations — Integration troubleshooting