Live Chat: Two Ways to Reach Support

There is a chat bubble in the bottom-right corner of our website. It works in two ways, and the small dot next to it tells you which one is active right now.

• Green dot — support is online and you can have a real conversation.
• Red dot — support is offline. Your message becomes a support ticket, and we reply by email.

When support is online

Live Chat is available Monday through Friday, 9:00 a.m. to 5:00 p.m. Central Time. When the dot is green during those hours, you can have a real, back-and-forth conversation with our support team.

1. Open the bubble. It says Live Chat with Support.
2. Fill in your first and last name, your email, what the message is about (SoloSnap, Redact Pro, Clean Frame, or Vulnerability Disclosure), a subject, and your question.
3. Attach files if they help — one or several, up to 15 MB in total. For anything larger, use the Contact Us page.
4. The conversation opens with your first message already sent. Replies appear in the same window from SoloSnap Support.

You can minimise the window at any time and the conversation stays open. When you are finished, closing the chat asks first, and you can have a copy of the conversation emailed to you before it closes.

When support is offline

The form looks the same, but the button reads Send message, and there is no conversation at the end of it. This is the same path as the Contact Us form, just from the chat window.

1. Fill in the same details, attach files if you need to, and send.
2. Your message becomes a support ticket immediately. You will see a panel with your ticket number, a shorter reference number, and your subject — something like SS-4KQ2P7 with reference LC-8MTD3R.
3. A confirmation email lands in your inbox, exactly like a Contact Us submission.
4. Press View your ticket and add information to open it on Track Your Ticket, where you can follow it and add anything you forgot.

What to expect

• A red dot never becomes a live conversation while support is away — it always means your message is going to a ticket.
• Your message is safely recorded as a support ticket. Offline messages become tracked tickets with the same follow-up as a Contact Us submission.
• Security reports can go through the chat too. Choose Vulnerability Disclosure and your report lands in the right queue.
• Outside Live Chat hours on a business day, your message becomes a ticket and we reply within 48 hours.
• Messages sent on weekends or holidays become tickets and are answered on the next business day.

If the bubble is not there at all, support has switched it off for the moment. The Contact Us page is always available and answered the same way.