Our Support Channels: Best Method of Contact
Our goal is to stay connected with our customers so we provide various support channels that can be used to contact us whenever additional support becomes necessary.
The support channels we provide include email, live chat, our Support Web and phone. Although we provide multiple methods to contact us we recommend using our Support Web over all other methods to ensure we can assist you as quickly as possible. Why? Email can be unreliable and subject to human error and we are not always immediately available by live chat or phone during peak periods. Therefore, it is recommended that you use the Support Web whenever you have an urgent issue needing our immediate attention.
How Our Support Works
First priority is given to customers with an active payment method on file who are utilizing our booking services. It is important to know that if you are unable to start a Live Chat session with us, on our main website, always open a ticket using our Support Web for faster service.
What to Expect After Requesting Support
After you submit a support request we typically respond within 48 business hours, excluding weekends and holidays, for all non-urgent requests. Please Note: ‘Non-Urgent’ is defined by iVirtuAssist as any support request that does not involve booking service and/or does not have an active payment method on file.
Customers who have activated booking service who are experiencing an active trip issue will typically receive a response much sooner, depending on the severity of the issue and typically within 24 hours, regardless of weekend or holiday hours.