How do I contact, and when can I expect a response from support?

How do I contact Customer Support?

  • From your My Orders page: 
    • Click an order, then click the message bubble icon in the lower right. If you don't find what you're looking for in the Answers, click Contact in upper right of the box, click Email, and complete the form.
  • From the FAQs
    • Click Contact Us in the upper right if you don't find your answer in the Knowledge Base. 

When you contact us through these processes, information will be included to help our team solve your concern. Our responses will be sent to the email address associated with your Tophatter account.

    Do you have a phone number?

    No, our toll-free phone number is not monitored for customer support and we don't have a call center. Instead, our experienced customer support team works around the clock every day of the year, and we're well-equipped to respond to all types of questions and concerns through email. We choose to keep support online through email for several reasons:

    1. It is faster. Because all your details are already included when you contact us from your account, we can immediately start to research any issue without having to place you on hold or ask a lot of identifying questions.
    2. Email support helps us keep all records in one place. This ensures that no matter which member of our team ends up helping you, we will always have access to previous tickets so you won't have to repeat yourself.
    3. Email works because Tophatter is a visual, online platform. We may ask you to send us screenshots, videos, and links to help us see what you’re seeing. We can also send you links, screenshots, and videos to guide you in the right direction.

    When can I expect a response?

    Answers to most questions can be found in our extensive Knowledge Base of FAQs.

    If you do need to contact our support team, our goal is to reply within one business day. 

    We are receiving a higher volume of messages than usual, and responses are delayed by several days. To prevent further delays, please avoid sending multiple messages about the same concern.

    What if I contacted Customer Support and have not received a response yet?

    • If you received an automated response mailer indicating your message was received, that means your contact was successful and one of our dedicated team members will be responding to you as soon as possible.
    • Please try to avoid sending multiple messages about the same concern, which will delay your response and response times for others.
    • If you've already contacted us once and did not receive an automated response mailer, first please make sure the email address in your Tophatter Account Details is valid and entered correctly.
    • Next, please double check your "Spam" folder. If you find email from Tophatter in your spam or junk folder, you can train your email provider that it is not spam by hitting the "Not Spam" or "Not Junk" button, and adding our email address to your Contacts list. Doing this will signal to your email provider to allow emails from our email address in the future.
    • For the fastest resolutions, we ask that you please include all details that will be helpful to solve your concern within the first message.