Contact Support

From Doc

Email Support: support@phanfare.com

Phanfare has a team of people we call Support Wizards who respond to all email support requests - no automatic responses. We care about your questions, feature requests, and problems. We are available from 9-11 EST on Monday-Friday and 2-10 EST on Sunday. Any support request submitted on Saturday will be handled on Sunday. Most importantly, you will always get a response from a human being. We can be reached at support@phanfare.com. Please make sure to include the email address that your account is registered under in the message.

	Monday-Friday	Saturday	Sunday
1 hour response time	9-5EST	CLOSED	Not Available
6 hour response time	5-11EST	CLOSED	2-10EST

The more information you can give us about your problem, such as what web browser, whether you are using a Mac or a PC, and what type of Internet connection you have, and a description of your computing setup if it could be relevant (such as you connect through a router or use a proxy), the more efficiently we can answer your questions. The full text of any error message is also helpful.

We do not offer technical support via the phone. It is far easier to try to troubleshoot technical issues via email since most troubleshooting requires following specific steps and relaying any issues or error messages. If your question is related to billing, a credit card issue, print order, or other transactional issue and you feel it can't be handled by email, feel free to send us an email requesting a call back (include your phone number). We can have a Billing Wizard or Merchandise Wizard call you back.

What is Response Time?

Response time is the time it takes us to answer an initial email query once we start the business day. It is not necessarily the time it takes to resolve a problem. Most problems can be solved with one or two exchanges, but some take much longer.

Please note that unfortunately not all issues are reproducible, especially if you have a unique configuration. We will do our best to determine if the problem can be fixed on our end or if we have the expertise to advise you how to fix the problem on your end.