How do I get support, and how fast is it?
Priority support
| Plan | Support |
|---|---|
| Nova, Orbit, Odyssey | Standard support |
| Cosmos | Priority support — faster response, direct line |
| Business (legacy) | Priority support |
Contacting support
Use the Help Center at /help:
- Submit a Ticket — opens UniAsset's native support form. You get a reference number immediately (for example
UA-S7K2M9). Tickets are stored in UniAsset and handled by the support team through the internal monitoring workflow. - Live Chat — available during business hours
- Talk to Sales — for pricing, plans, and demos (/contact)
Average ticket response time is within 24 hours. Priority-support plans are handled ahead of the standard queue.
If you are signed in when you submit a ticket, your account and organization are attached automatically. Anonymous visitors can still submit — include your organization name when you can.
Before you contact support
Most questions are answered faster in the Knowledge Base, and three articles cover the majority of "why can't I…" questions:
- Why can't I see this feature? — plan and role gates
- Permission denied errors — role restrictions
- Why can't I create more users? — the answer often does not require an upgrade
What to include
A good report gets a fast answer. Include:
- What you were trying to do
- Which page, and the exact wording of any message
- The error reference code, if one was shown — it is also in the logs, so it lets support find the exact failure rather than guessing
- Your role and plan
- Whether colleagues see it too — that separates a local problem from a platform one
- Whether it works in a private window
- An optional screenshot (PNG, JPG, or WEBP, up to 5MB)
Sending product feedback
Support requests and product feedback are different things. For a bug report, a suggestion, or a comment on how something works while you are signed in, use the in-product feedback dialog — available to any signed-in user at any time, with no eligibility rules.
Public Help Center tickets are for getting help from support. In-app feedback is for product input. Both are stored in UniAsset; support tickets are marked with a distinct intake source so the team can triage them correctly.
See How to send feedback.
Learning resources
- The Knowledge Base you are reading
- The guided tour and onboarding wizard, shown when you first sign in
- Demo data matched to your industry, if you opted in at registration
- The AI Command Bar, for questions about your own data
Related articles
Need Help?
If you have questions not covered in this article, our support team is here to help.
Contact Support