Hit a roadblock? Not quite sure how to tackle a problem or implement your idea? Fortunately, Guidebook has an award-winning support team—and plenty of ways to get in touch with them.
Contacting Guidebook Support
If you’re having trouble, we encourage you to start with the support site. If you are still a bit perplexed, reach out to us.
Support help site: (support.guidebook.com) We have a robust and searchable support site. Articles often include videos and images, along with FAQs.
Chat: If you’re building an Engage (previously Premium) or Tour Guide, you can chat with our smart AI chatbot via the bottom-right corner of the Builder website. A human team member will follow-up via email if your issue or question is not handled via chat.
Email: (support@guidebook.com) Email us anytime at support@guidebook.com. You'll get an initial response right away with answers to common questions, and if your issue needs more attention, a human team member will follow up within one business day.
If you have purchased Professional Services, your assigned guide-building expert will reach out with their personal business hours.
Office Locations and Support Hours
Our support teams are based in Raleigh, North Carolina and the UK. Our hours of operation during weekdays are:
- 9am – 5pm Eastern
- 9am – 5pm GMT
We also offer limited weekend and holiday support. If you write in over the weekend, we'll do our best to get back to you as soon as we can, typically by the next business day.
FAQs
I can't see chat in my Engage guide. How can I enable chat?
We recommend checking that your Cookie Settings have Functional Cookies enabled. Check your cookies by:
- Visiting https://www.guidebook.com/cookie-policy
- Click Manage Settings
- Click on the Functional Cookies toggle
- Click Confirm My Choices
- Reload your browser where you are viewing Builder.