# 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:

1. Look for the **chat widget** in the bottom-right corner of any SmoothHiring page.
2. Click the chat icon to open a conversation.
3. Type your question or describe your issue.
4. A support agent will respond as quickly as possible during business hours.
5. 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](/help/careers-branding/careers) — Career page setup and customization
- [Offers & Onboarding](/help/interviews/offer-management) — Offer and onboarding workflows
- [Resources](/help/resources/ai-job-description) — AI tools and templates
- [Integrations](/help/integrations-compliance/integrations) — Connect your tools
- [Billing](/help/billing-support/billing-payments) — 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:

1. **Your email address** associated with your SmoothHiring account
2. **Company/account name**
3. **Description of the issue** — What happened? What did you expect to happen?
4. **Steps to reproduce** — How can we see the same issue?
5. **Browser and device** — Chrome/Firefox/Safari, Windows/Mac, Desktop/Mobile
6. **Error messages** — Copy any error messages you see (exact text or screenshots)
7. **Timing** — When did the issue start? Is it intermittent or constant?
8. **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:

1. Use the **in-app chat** and mention it's a feature request.
2. Email us at support@smoothhiring.com with "Feature Request" in the subject line.
3. 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

1. Go to **Settings → Account → Account Information**.
2. Update your name, email, phone number, or other details.
3. Click **Save**.

### Changing Your Password

1. Go to **Settings → Account → Password & Security**.
2. Enter your current password and your new password.
3. Click **Change Password**.

### Recovering Your Account

If you've lost access to your account:

1. Click **Forgot Password** on the login page.
2. Enter your registered email address.
3. Check your email for a password reset link.
4. If you set up a security question, you can also use it for recovery.
5. 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:

1. **Reply to your support ticket** with additional details or clarification.
2. **Request escalation** — Ask your support agent to escalate to a senior team member.
3. **Contact your Success Manager** (Scale plan) — They can advocate for faster resolution.
4. **Email leadership** — If all else fails, send a note to support@smoothhiring.com with "Escalation" in the subject line.

---

## Related Pages

- [Billing & Payments](/help/billing-support/billing-payments) — Payment and invoice help
- [Subscriptions & Pricing](/help/billing-support/subscriptions-pricing) — Plan features and upgrades
- [Compliance & Security](/help/integrations-compliance/compliance) — Security and data questions
- [Integrations](/help/integrations-compliance/integrations) — Integration troubleshooting