Contact Support
Your options to contact Support, including tips and reminders for submitting your case.
Our front-line support agents are real people who know "church" and are excited to use their background and expertise in MinistryPlatform to help you! One of these agents will be the first to respond to your case and, many times, will be the one to resolve it. When needed, they will use other resources on our teams.
Live Chat
Have a how-to question? SPoCs and Parish Reps can start a live chat with a support agent! In MinistryPlatform, click the question mark icon at the top right. (You'll only see the live chat option if you're a SPoC or Parish Rep.) Follow the prompts to start chatting.
When you're finished, click the three dots in the upper-left corner, click End conversation, then click the question mark icon in your Platform window to fully close the chat.
- Hours: Support is available Monday-Friday, 9:00 a.m. – 5:00 p.m. EST/EDT. Agent response times vary depending on other in-progress chats and overall caseload. Also see Support Hours & Holidays.
- Best For: How-to type questions. Live chat works a lot like texting, where there is a direct conversation between two people. Live chat can send and receive files (like screenshots) and links, as long as the conversation has a quick resolution. Note: All conversations will automatically turn into support cases, so if an issue needs further investigation, the transition to Support is seamless!
- But Not For: Complex issues like resolving server errors, multi-step scenario reproduction, and so on. If the issue turns out to be too big for a chat, the agent will let you know, convert the chat to a support case on the spot, and continue to provide support by email.
Phone Calls
Prefer to talk it out instead of type? Give us a call at 1-800-669-2509, option 1! Only SPoCs can contact support, so we'll ask for your site number. You can find this in the Support Portal under .
- Hours: Support is available Monday-Friday, 9:00 a.m. – 5:00 p.m. EST/EDT. Response times vary depending on other in-progress calls and overall caseload. Also see Support Hours & Holidays.
- Best For: Simple how-to type questions.
- But Not For: Complex scenarios or issues such as resolving errors, multi-step reproduction, and so on. If the issue turns out to be too complex to be resolved by phone, the agent will let you know, convert the call to a case on the spot, and continue to provide support by email.
Support Cases
Already know you have a complex issue? Submit a support case through the Support Portal, and let's uncomplicate things! In the Support Portal, you can create new cases with more detail and review existing cases.
- Hours: Support is available Monday-Friday, 9:00 a.m. – 5:00 p.m. EST/EDT. Also see Support Hours & Holidays.
- Best For: Complex issues like resolving server errors, multi-step scenario reproduction, complex how-to questions, troubleshooting, and so on.
- Benefits: In addition to clearer, fuller, and more detailed documentation of the issue at hand, written cases:
- Are more efficient when triaging or escalating your case internally.
- Can engage multiple MinistryPlatform and church personnel for resolution, as needed.
- Capture information to expand valuable resources, like this Help Center.
When you submit a case, we'll work diligently until the issue is resolved. Your Service Level Agreement explains how we determine the severity of a problem and what happens in those rare cases when we cannot immediately resolve it. When we get your case, we may:
- Create a scenario like yours on our test system to determine if we can reproduce the issue.
- Call the SPoC if we need clarification and we believe the best way to do that is live.
- Access your MinistryPlatform software if we feel doing so helps us see the issue or quickly resolve it.
- Access your servers if we feel we can best analyze the problem by looking at the event viewer, tweaking CSS/HTML, or even running a query.
General Case Tips:
Before writing your case, think through the situation, gather all the facts, take screenshots where appropriate, and provide the exact steps to reproduce the issue. Sometimes, just going through this process reveals the solution. But if it doesn't, we've found that the more time spent writing the case, the less time it takes to resolve.
To help us help you efficiently and effectively, include as many of the following details in your initial support case as apply. Don't know all the details? No problem! Tell us what you can and we'll take it from there.
- Goal: A clear summary of what you're trying to accomplish and the problem you're having.
- User Information: What type of computer are you using? Which browser and operating system/version? Have you tried refreshing your browser or clearing your cache? What about logging out and logging back in?
- Issue Reproduction: What steps did the user (or you trying to reproduce the issue) take before the issue happened? Details are your friend here, so be specific.
- Documentation: Include a link to any referenced record(s), screenshots of any error messages, a short video showing the steps it took to create the issue, and so on.
Common Case Types:
- Issue: Is something not working like you expect it to? Running into an error message? Gather your basic details, copy your links, grab those screenshots, and submit your issue through the Support Portal. Be sure to include:
- Steps take to generate the error.
- A URL link to the record.
- A screenshot of the error.
- Question: Not sure how to accomplish a ministry's goal? Looking for the right tool or report to use? Need to combine a bunch of duplicate contact records, but can't find them? If it's a quick how-to question, start a live chat or submit a case through the Support Portal. Be sure to include:
- The context of the scenario.
- Your clear goal.
- What you tried and whether that worked or didn't work.
And Remember:
- Only SPoCs can start support cases or live chats.
- One issue per case, please. This makes it easier to track what has been resolved and what is outstanding.
- We never reject a case because it is missing information. Give us the information you have, and we'll coach you along the way!
- Our support team works hard to provide the highest level of customer service possible with the best solutions or workarounds available. If the solution provided doesn't work for your needs, continue to talk with our support team through the support case. We're happy to work with you and escalate your case if needed.