📞 Contact Us

Overview

Your Contact Us page provides direct access to platform support services specifically for brokers. Submit support requests, schedule callback appointments, track your inquiries, and get the assistance you need to serve your clients effectively.

What You'll See

Support Request Form

Submit new support requests with:

Request type selection

Priority level indicator

Subject line

Detailed description

Attachment upload option

Preferred contact method

Callback scheduling option

Request Types

Technical Support - Platform issues, bugs, or errors

Account Assistance - Broker account questions

Client Support - Help with client management

Product Questions - Funding product inquiries

Commission Inquiry - Commission payments and calculations

Application Help - Application submission assistance

Training Request - Training and educational resources

General Inquiry - Other questions or concerns

Priority Levels

Urgent - Immediate assistance needed (response within 4 hours)

High - Important but not critical (response within 24 hours)

Normal - Standard request (response within 2-3 business days)

Low - General inquiry (response within 5 business days)

Your Support History

View all your previous requests:

Request ID number

Submission date and time

Request type and priority

Subject line

Current status

Assigned support agent

Last updated date

Resolution details (if closed)

Visual Features

Status Badges: Color-coded request status indicators

Timeline View: Track request progress chronologically

Attachment Preview: View uploaded documents

Response Thread: Conversation history with support team

Callback Calendar: Visual scheduling interface

Quick Actions: One-click common requests

Knowledge Base Cards: Suggested help articles

Request Status

Track your support requests:

Submitted - Request received and queued

Assigned - Support agent assigned to your case

In Progress - Agent actively working on your request

Pending Info - Waiting for additional information from you

Resolved - Issue addressed and solution provided

Closed - Request completed and archived

Callback Scheduling

Schedule a phone call with support:

Callback Options

Immediate Callback - Request call within 1 hour (during business hours)

Schedule for Later - Choose specific date and time

Best Time to Call - Provide time preferences

Scheduling Process

Select callback option

Choose preferred date and time

Provide phone number

Add notes about discussion topic

Confirm appointment

Receive confirmation email

Callback Information

Available during business hours (9 AM - 6 PM ET)

Average callback wait time: 2-4 hours

Scheduled callbacks confirmed via email

SMS reminder 30 minutes before scheduled time

Option to reschedule or cancel

Contact Methods

Email Support

Submit detailed written requests

Attach relevant documents or screenshots

Receive email responses

Track via email thread

Response time: 24-48 hours

Phone Support

Direct broker support line

Business hours: Monday-Friday, 9 AM - 6 PM ET

Average wait time: 5-10 minutes

Callback option available

Technical support specialists

Live Chat (if available)

Real-time messaging with support

Instant answers to quick questions

Available during business hours

Chat transcript emailed after session

Knowledge Base

Self-service help articles

Video tutorials

FAQs

Step-by-step guides

Best practice documentation

Common Support Topics

Technical Issues

Password reset

Platform errors or bugs

Browser compatibility

Mobile app issues

Document upload failures

Account Management

Profile updates

Broker agreement questions

Account verification

Compliance requirements

License updates

Performance tracking

Client Support

Client onboarding assistance

Application submission help

Document requirements

Status inquiries

Client communication issues

Product Information

Product availability

Eligibility requirements

Rate and term questions

Application process

Underwriting guidelines

Product updates

Commission Questions

Payment schedule

Commission calculations

Payout discrepancies

Tax documentation

Bonus qualification

Performance incentives

Training and Resources

Platform training

Product education

Marketing materials

Best practices

Certification programs

Continuing education

Submit a Support Request

Step-by-Step Process

Select Request Type

Choose the category that best matches your need

Select appropriate subcategory if available

Set Priority Level

Assess urgency of your request

Select appropriate priority

Provide Details

Write clear subject line

Provide comprehensive description

Include relevant context

Mention any error messages

Specify affected clients (if applicable)

Attach Files

Upload screenshots of errors

Include relevant documents

Attach log files if available

Maximum file size: 10MB per attachment

Choose Contact Preference

Email response

Phone callback

Both email and phone

Schedule Callback (Optional)

Select preferred time

Provide phone number

Add notes for call

Submit Request

Review all information

Submit request

Receive confirmation number

Get email confirmation

Track Your Requests

Monitor all support requests:

View open requests

Check request status

Read support responses

Upload additional information

Close resolved requests

Rate support experience

Request Details

For each request, view:

Full request thread

All communications

Attached files

Status updates

Resolution notes

Support agent name

Time to resolution

Support Response

What to expect:

Confirmation email within 1 hour

Initial response within stated timeframe

Updates as case progresses

Request for additional information if needed

Clear resolution steps

Follow-up satisfaction survey

Knowledge Base

Self-Service Resources

Access comprehensive help articles:

Getting Started guides

Platform tutorials

Product documentation

FAQ database

Video walkthroughs

Troubleshooting guides

Best practices

Search Knowledge Base

Search by keyword

Browse by category

Filter by topic

View popular articles

Access recent updates

Broker Resources

Access additional support materials:

Broker handbook

Compliance guidelines

Marketing materials

Training webinars

Product catalogs

Commission schedules

Emergency Support

For urgent platform issues:

Use "Urgent" priority level

Request immediate callback

Call broker support line directly

Include "URGENT" in subject line

Provide detailed impact description

What Qualifies as Urgent

Complete platform outage

Unable to submit time-sensitive applications

Payment processing failures

Security concerns

Compliance-related issues

Critical client-facing problems

Feedback and Suggestions

Share your input:

Submit feature requests

Provide platform feedback

Suggest improvements

Report user experience issues

Share best practices

Participate in surveys

Support Hours

Business Hours

Monday - Friday: 9:00 AM - 6:00 PM Eastern Time

Saturday - Sunday: Closed

Holidays: Closed (with advance notice)

After-Hours Support

Emergency support line available

Email submissions accepted 24/7

Urgent requests prioritized next business day

Self-service knowledge base always accessible

Best Practices

Submitting Effective Requests

Be specific and detailed

Include relevant context

Attach supporting documentation

Use clear subject lines

Provide accurate contact information

Set appropriate priority level

Follow up promptly on responses

Before Contacting Support

Check knowledge base for answers

Review FAQ section

Verify account permissions

Clear browser cache (for technical issues)

Try different browser (for display issues)

Document error messages

Note steps to reproduce issue

Communication Tips

Be professional and courteous

Provide complete information upfront

Respond promptly to follow-up questions

Keep request focused on single issue

Be patient during investigation

Confirm resolution before closing

Privacy and Security

Your support requests are:

Handled confidentially

Secured with encryption

Accessible only to authorized support staff

Protected per privacy policy

Retained per record retention policy

Never shared with third parties

Service Level Agreements

Response Times

Urgent: 4 hours or less

High: 24 hours or less

Normal: 2-3 business days

Low: 5 business days or less

Resolution Times

Varies by request complexity and type:

Simple inquiries: Same day

Technical issues: 1-3 business days

Account matters: 2-5 business days

Complex investigations: 5-10 business days

Escalation Process

If your issue isn't resolved:

Request escalation via support request

Supervisor review within 24 hours

Additional investigation if needed

Executive escalation if unresolved

Formal complaint process available

Satisfaction Ratings

After resolution:

Rate your support experience

Provide feedback on agent performance

Suggest improvements

Share positive experiences

Help us improve service quality

Access Requirements

Must be logged in with broker credentials

Active broker account required

Valid contact information on file

Agreement to support terms

Important Notes

Keep request confirmation number for reference

Check spam folder for support emails

Support cannot override underwriting decisions

Commission disputes require formal review process

Training requests may be scheduled in advance

Product changes announced via platform notifications

All communications logged for quality assurance

Overview#

What You'll See#

Support Request Form#

Request Types#

Priority Levels#

Your Support History#

Visual Features#

Request Status#

Callback Scheduling#

Callback Options#

Scheduling Process#

Callback Information#

Contact Methods#

Email Support#

Phone Support#

Live Chat (if available)#

Knowledge Base#

Common Support Topics#

Technical Issues#

Account Management#

Client Support#

Product Information#

Commission Questions#

Training and Resources#

Submit a Support Request#

Step-by-Step Process#

Track Your Requests#

Request Details#

Support Response#

Knowledge Base#

Self-Service Resources#

Popular Topics#

Search Knowledge Base#

Broker Resources#

Emergency Support#

What Qualifies as Urgent#

Feedback and Suggestions#

Support Hours#

Business Hours#

After-Hours Support#

Best Practices#

Submitting Effective Requests#

Before Contacting Support#

Communication Tips#

Privacy and Security#

Service Level Agreements#

Response Times#

Resolution Times#

Escalation Process#

Satisfaction Ratings#

Access Requirements#

Important Notes#

Overview

What You'll See

Support Request Form

Request Types

Priority Levels

Your Support History

Visual Features

Request Status

Callback Scheduling

Callback Options

Scheduling Process

Callback Information

Contact Methods

Email Support

Phone Support

Live Chat (if available)

Knowledge Base

Common Support Topics

Technical Issues

Account Management

Client Support

Product Information

Commission Questions

Training and Resources

Submit a Support Request

Step-by-Step Process

Track Your Requests

Request Details

Support Response

Knowledge Base

Self-Service Resources

Popular Topics

Search Knowledge Base

Broker Resources

Emergency Support

What Qualifies as Urgent

Feedback and Suggestions

Support Hours

Business Hours

After-Hours Support

Best Practices

Submitting Effective Requests

Before Contacting Support

Communication Tips

Privacy and Security

Service Level Agreements

Response Times

Resolution Times

Escalation Process

Satisfaction Ratings

Access Requirements

Important Notes