> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brand-wallet.com/llms.txt
> Use this file to discover all available pages before exploring further.

# BrandWallet Support: Help, Training, and Contact Info

> BrandWallet support options — email, phone, live chat, training sessions, and help desk. Response times vary by subscription plan.

BrandWallet's support team is here to make sure you get the most out of the platform — whether you're just getting started, exploring advanced features, or dealing with an unexpected technical issue. You have access to multiple support channels, self-service resources, and structured training sessions. The level of support available to you depends on your subscription plan. The questions below explain your options in detail.

<AccordionGroup>
  <Accordion title="Is there a help desk or customer support team available?">
    **Yes** — BrandWallet provides dedicated customer support through multiple channels so you can always reach help in the way that's most convenient for you.

    **Available support channels:**

    | Channel            | How to access                                                        |
    | ------------------ | -------------------------------------------------------------------- |
    | **Help Desk**      | Submit and track support tickets through your account dashboard      |
    | **Email**          | Write to [support@brand-wallet.com](mailto:support@brand-wallet.com) |
    | **Phone**          | Available through your account dashboard                             |
    | **Live Chat**      | Available on the BrandWallet website                                 |
    | **Knowledge Base** | Browse guides and documentation from within your dashboard           |

    Response times vary by plan — see the support tier table below for details.
  </Accordion>

  <Accordion title="Do you provide training or onboarding sessions?">
    **Yes** — BrandWallet offers comprehensive training and onboarding to help you and your team get up to speed quickly and use the platform to its full potential.

    **What training covers:**

    * Platform basics and initial setup walkthrough
    * Using advanced features such as segmentation, add-on promotions, and geo-targeting
    * Best practices for designing effective loyalty campaigns
    * Ongoing optimization strategies for long-term program growth

    **Training formats available:**

    * **One-on-one onboarding sessions** — personalized walkthroughs with a BrandWallet specialist
    * **Group training workshops** — ideal for teams onboarding together
    * **Video tutorials and guides** — self-paced learning available at any time
    * **Webinar series** — live sessions covering platform updates and strategy topics
    * **Documentation and written resources** — step-by-step articles for every feature

    <Tip>
      Book your onboarding session as early as possible after signing up — getting personalized guidance from the start will save you significant time as you build your first campaign.
    </Tip>
  </Accordion>

  <Accordion title="What should I do if I encounter a technical issue?">
    If something isn't working as expected, here's the recommended process for getting it resolved quickly:

    **Before contacting support:**

    1. Check this FAQ section for a documented answer
    2. Search the Knowledge Base in your account dashboard
    3. Review relevant video tutorials
    4. Check the BrandWallet status page for any known outages

    **When you contact support, have ready:**

    * A clear description of the issue and what you expected to happen
    * Relevant screenshots or screen recordings
    * Your account plan type
    * Your account information (username or account ID)

    **What happens next:**

    1. Submit a support ticket or contact the team directly
    2. Our team will assess the issue and prioritize it based on your plan
    3. We'll provide a resolution or workaround as quickly as possible
    4. We'll follow up to confirm the issue is fully resolved

    <Note>
      Growth Plan customers receive priority response times and have access to a dedicated account manager for escalations. See the support tier table below for a full breakdown.
    </Note>
  </Accordion>
</AccordionGroup>

## Support tiers by plan

Your subscription plan determines your support tier and the response times you can expect.

| Feature                       | Basic                  | Standard              | Growth            |
| ----------------------------- | ---------------------- | --------------------- | ----------------- |
| **Email support**             | ✅ Standard             | ✅ Priority            | ✅ Priority        |
| **Phone support**             | ❌                      | ✅                     | ✅                 |
| **Live chat**                 | ❌                      | ✅                     | ✅                 |
| **Help desk tickets**         | ✅                      | ✅                     | ✅                 |
| **Knowledge base access**     | ✅                      | ✅                     | ✅                 |
| **Dedicated account manager** | ❌                      | ❌                     | ✅                 |
| **Custom training sessions**  | ❌                      | ❌                     | ✅                 |
| **Weekend support**           | ❌                      | ❌                     | ✅                 |
| **Typical response time**     | Within 2 business days | Within 1 business day | Same business day |

<Tip>
  If your business relies heavily on your loyalty program for daily operations, consider the Growth Plan for same-day response times and a dedicated account manager.
</Tip>

## Contact information

Reach the BrandWallet support team through any of the following channels:

| Channel       | Details                                                     |
| ------------- | ----------------------------------------------------------- |
| **Email**     | [support@brand-wallet.com](mailto:support@brand-wallet.com) |
| **Phone**     | Available through your account dashboard                    |
| **Live Chat** | Available on the BrandWallet website                        |
| **Help Desk** | Access via your account dashboard                           |

**Business hours:**

* **Monday – Friday:** 9:00 AM – 6:00 PM (your local time)
* **Weekends:** Support available for Growth Plan (premium) subscribers
* **Critical issues:** Emergency support is available outside of business hours for critical platform issues regardless of plan

<Note>
  When reaching out by email or help desk ticket, include your account ID and a description of the issue to ensure the fastest possible resolution.
</Note>