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How do I get help?
We're Here to Help
Phone: 1-877-246-9887
Email: hello@urbanimmersive.com
Chat: click Ask on the Help beacon
Mon - Fri: 9AM - 6:30PM EST
Important!
Please note that we use hello@urbanimmersive.com for communication. Please make sure your email application does not block or mark as SPAM emails from this email address.
For the most efficient way to get help, we recommend logging in to your account and using our Support Beacon. You can get help with two simple steps:
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Log in to your account and click on the Support Beacon to open it. In the Tourbuzz App, you'll find the Support Beacon at the bottom right of every page:
In the Business Solution, it will be found in the top right of every page:
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Search our extensive list of documentation in our
Support Center or right in your beacon to find answers to many of your questions:
If you're unable to find an answer to your question in our documentation, you can click on the Send a Message link, and then Click here to send us a message or Chat to contact us for assistance:
The benefit of using the Support Beacon
Using the Support Beacon to contact us, we can gather some additional context, insights into what you were doing, what tour you were working in, etc., before your outreach. This added context can often help us help you much more quickly!
An additional benefit of using the Support Beacon
Using the Support Beacon not only provides a way to search and read relevant support documentation and to contact us if you need assistance -- it also provides you a way to view and update your previous conversations with us!
If you're away from your computer or prefer email, you can always get in touch with us by writing to hello@urbanimmersive.com.
Any conversations we have via email will also be viewable via the Support Beacon when logged in to your account (provided you wrote to us using the email address associated with the account you log in with).
Phone support
If you prefer to have support by phone, you can contact us at (877) 246-9887. Please have your company name and tour ID in hand. The first support agent available will answer you. The agent may ask you for basic information like the browser and the device you are using. If you call our support line and do not get an answer, please leave a detailed voicemail, and our support will call you back.
Sunsetting support@tourbuzz.net and info@tourbuzz.net
Starting on September 1st, we will no longer respond to emails sent to support@tourbuzz.net or info@tourbuzz.net. Please save hello@urbanimmersive.com and write to us any time for the same great level of support. Or, for an even better way to get help, read on to see how to use our in-app Support Beacon!