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Troubleshooting

08 Contacting Support

If you hit an issue that the help articles do not solve, ReiSearch Support can help directly. Here is how to reach us and what to include for the fastest response.

2 min read

Before Contacting Support

Check these first. Most questions are answered faster in self-service.

  • Search the Support Center for your topic. The hero banner includes a search bar that scans all help articles.
  • Browse the eight topic categories: Dashboard, My Network, Profile, Directory, Property Search, My Properties, Submit a Property, and Getting Started.
  • Review the Frequently Asked Questions section on the Support page.

How to Reach Support

Contact Customer Support (recommended) Navigate to Settings > Support or go to /support. Click "Contact Customer Support" to open the support form. Fill in your name, email, and a description of the issue.

Email Send your issue to support@reisearch.com. Include the email address associated with your account.

Chat With Support Chat is listed as "Coming Soon" on the Support page. When live, it will be the fastest option for simple questions.

What to Include in Your Request

Faster responses start with complete information. Include:

  • The email address on your ReiSearch account
  • A brief description of what you were doing when the issue occurred
  • The date and time (with time zone)
  • Any error message or code you saw
  • A screenshot of the issue (if applicable)
  • Your browser name and version (Chrome, Firefox, Safari, Edge)

Response Times

Support responds in the order requests are received. Typical response times:

  • Email support: Within 1 business day
  • Support form: Within 1 business day
  • Phone support: Not currently available

Account Verification

For account-related requests (password reset, email change, 2FA removal), Support may ask verification questions to confirm your identity. Have your full name, company name, and last login date ready.

Feedback and Feature Requests

Not every contact is a problem. Use the Feedback button in the Dashboard sidebar to submit product suggestions or report something that worked well. Support can also route feature requests to the product team.

Next steps: - Login, Password, and MFA Issues - Frequently Asked Questions - Support Center Overview