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🗣️ Contact Paces Support

Support FAQs

K
Written by Krista Van Giesen
Updated over 2 months ago

General troubleshooting

Before contacting Paces support, please try the following:

  1. For "how to" and general platform questions, please look through our Help Center articles.

  2. For technical issues, please try:

    1. Closing out of Paces fully, then logging back in.

    2. A hard refresh (Ctrl + Shift + R for Windows; Command + Shift + R for Mac) of the browser window.

    3. Clearing cache.

How to contact support

There are two ways to reach out to Paces support:

  1. Via the chat icon in the bottom right corner of your admin.

  2. By emailing support@paces.com.

Both actions direct you to our support team.

When to contact support

Please contact our support team for:

  1. General "how to" questions that cannot otherwise be answered by our Help Center articles.

  2. Urgent technical issues (ex: platform not loading, bug and/or glitch in the platform, etc.).

  3. Long running searches (more than 24 hours) or you received an email that your search result failed.

  4. Platform access troubleshooting such as forgotten password or password reset.

Note: For questions related to billing, invoices, and payments, please reach out to our billing team directly by emailing accounting@paces.com.

Support etiquette

To resolve your questions as efficiently as possible, please follow these guidelines:

  1. Search our Help Center to see if your question has already been addressed in our support documentation.

  2. Please include as much information as possible in your message to support, such as:

    1. Screenshots and/or videos of the issue

    2. The name of the site, search, and/or folder you are working in or a lat/lon of where to find on a map

    3. URL links (where applicable)

    4. Files (where applicable)

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