How do I get help or contact support?
Two desks, one simple rule for which to use.
There are two ways to reach us, and which one you use depends on what you need: day-to-day help using the system goes to End User Support, while changes to the system go to Client Requests.
End User Support — for day-to-day questions about using your HubSpot system: how to do something, something not behaving the way you expect, or you're simply stuck.
- Email: usersupport@brightreachgroup.com
- Phone: +1 (888) 434-2894, Option 2
Client Requests, Issues & Reporting — for changes to your system rather than help using it: adding or removing users, configuration changes, new reports or dashboards, and similar requests. These usually come from an admin or team lead.
A simple rule of thumb: if you're asking "how do I…?" or "why isn't this working?", that's End User Support. If you're asking us to change, add, or build something, that's a Client Request.
Hours & after-hours. The Help Desk is staffed Monday–Friday, 8:00 AM–6:00 PM ET. Outside those hours — and during them too — our AI agent, Lumen, answers emails and chats, so you can always get moving right away, and a person picks up anything Lumen can't resolve.
What to expect. Turnaround depends on your service tier, but every request gets at least a priority 24-hour acknowledgement and a 3-business-day resolution target. Flagging genuine urgency helps us prioritize.
Not sure which desk you need? Start with End User Support and we'll route it.