Ways to Get Help
#1: Surgebot Support
Inside your dashboard, click the chat icon in the lower right corner to open Surgebot Support, powered by Intercom AI. You can use this tool 24/7 to:
Get instant answers to common questions
Find articles, training links, and step-by-step guides
Submit a message directly to the Surge Support Team if your question requires human follow-up
If your issue can’t be resolved automatically, the chat will route your message to a live team member for review during regular support hours.
#2. Email Support
You can reach the Surge Support Team anytime at [email protected]. Include the following in your message to help us assist you faster:
Your full name and email address
A short description of the issue
Screenshots, links, or relevant details
The project name or ID (if applicable)
Support hours are Monday - Friday, 9:00am - 6:00pm. Eastern Time. Most emails receive a response within one business day.
Step 3: Use the Ticket Form
From the usesurge.com platform, click Support at the bottom of the sidebar. Fill out the short ticket form and submit your message. You’ll receive a response by email within one business day.
Step 4: Ask Your Mentor or Sponsor
If your question relates to a specific project, onboarding process, or compensation structure, you can also reach out to your Mentor or sponsor directly through the platform or by email. They can often provide quick clarification or connect you with the right internal resource.
Common Topics We Can Help With
Login, password, or access issues
Billing and subscription updates
Commission or payment questions
Platform navigation or technical errors
Updating personal or company information
Reporting system bugs or errors
Policy or compliance clarification
Tips for Fastest Resolution
Step 1: Start with Surge AI Support
The built-in Intercom assistant can answer most questions instantly, including how-tos, policy lookups, and link requests.
Step 2: Include Details
When describing an issue via email, ticket, or chat, share as much information as possible - what you were trying to do, what happened, and what page or tool was involved.
Step 3: Check Your Spam Folder
If you’re waiting for a response and don’t see it, check your spam or promotions folders for replies from [email protected].
Step 4: Follow Up if Needed
If you haven’t heard back within two business days, reply to your original email to bump the thread. This keeps your message in the queue and ensures continuity.
Support Escalation
If your issue remains unresolved after initial contact:
Follow up with your assigned Mentor or sponsor.
If the matter is urgent or compliance-related, mention “Escalation” in your subject line when emailing [email protected].
A senior member of the support or operations team will review your case directly.
Summary
Contact Method | Use For | Response Time |
Surge AI Support (Intercom Chat) | Instant help, platform guidance, live team routing | Instant or within support hours |
Email [email protected] | Billing, technical issues, policy questions | 1 business day |
Website Contact Form | General inquiries or follow-ups | 1 business day |
Mentor or Sponsor | Deal-specific or training guidance | Varies by team |