How to contact support

We answer support requests directly. There is no chatbot in the way.

Where to write

Use the contact form for anything related to your account, billing, or service quality.

For Enterprise customers, your dedicated account manager is the fastest path. Their email is in the welcome message you received at the start of the engagement.

What to include

The shortest path to a useful answer:

• Your account email
• A short description of the issue
• The Throughwire client version (visible in the app under About)
• The city or country you are connecting from
• A screenshot if anything visual is broken

Response times

Plan	First response
Personal	Within one business day
Team	Within four business hours
Enterprise	Within one business hour, twenty-four hours a day

We are based in the United States and operate during US business hours. Out-of-hours requests on Personal and Team plans are picked up the next business morning.