Yola Support: The Help you Need, Whenever You Need It!
Do you have a question, a problem, some feedback, or suggestions for Yola? Get answers, right here, right now!
How can I get help with my Yola site?
We have many ways of helping you. Choose the one that works best for you:
- For instant answers, type your question into the search box located on our Support Page. Use keywords to define your search and get the best results. If you don't get the right answer the first time, try similar words or click on "Ask a Representative".
- Browse our support documentation.
- Find us on Twitter or Facebook.
- Submit a support request any time of day if you don't find the solution.
- Use our Live Chat support in your Sitebuilder weekdays between 7am GMT and 10pm GMT.
How soon will I get a response to my support request?
Most queries will be responded to within a few hours. We strive to respond to all questions within 48 hours. Yola Bronze, Yola Silver, and Yola Gold customers receive priority attention and we do our best to answer all Premium Support requests in under 24 hours, but we respond to all customer emails as capacity allows. Individual response time may vary depending on the support load and time of day, but whatever the circumstances we will always get back to you as fast as humanly possible!
If you have Premium Support and don't get a reply within 24 hours, remember to check your Spam/Junk Mail folder as emails sometimes get routed there by your email service. Take a look at our Adding Yola to your Safe Senders list tutorial for more information on adding firstname.lastname@example.org to your list of trusted contacts to prevent this from happening.
Who will respond to my support query?
A friendly, qualified member of the Yola team! We do not outsource our support. Our support staff are well-acquainted with our software and can answer your questions accurately and competently.
Do you provide phone support?Yola is committed to efficient, speedy customer support.
Although we do not provide phone support, you can contact us via email, Facebook or Twitter. As a Yola Bronze, Yola Silver or Yola Gold user, you can also contact us on Live Chat when you open your site in the Sitebuilder.
Live Chat enables you to chat with one of our qualified customer service representatives in real time. This support channel is generally available Mondays - Fridays from 3am - 5pm EDT. You can access Live Chat by going to your My Yola page and clicking on "Ask a Question" tab located on the left-hand side. You can also contact us through the Sitebuilder by clicking on the "Instant Help" widget on the bottom right corner of any of your websites.
You can type in your question and then click on "Chat". An agent will be with you as soon as they possibly can. If an agent is not available, please feel free to click "Email" and someone will be happy to follow up with you through email.
How should I report what I believe to be a problem, error, or bug with Yola?
Help us help you! Describe the problem in as much detail as you possibly can, including what you tried to do, what you expected to happen and what actually happened. Tell us what browser and operating system you are using (visit http://supportdetails.com for that information). If you received an error message, copy and paste it and send it to us.
How will I know when the bug has been resolved?
Some bugs are easy to find and destroy. Others are persistent pests that take longer to eliminate. Once your bug has been fixed we will send you a follow-up email, informing you of the fix.
How can I find out about new features and upgrades?
We take careful note of all feature requests. Naturally not all of them can or will be implemented, but we keep developing all the time. We post updates on our Company Blog, and you can also receive notices by subscribing to the Yola newsletter in My Yola > Profile.