> ## Documentation Index
> Fetch the complete documentation index at: https://anyip.io/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Channels & Availability

> How to contact anyIP support, when a person replies, billing team hours and weekend delays, who can use Telegram, WhatsApp, or Slack Connect, and how to activate premium support.

This page explains where to get help from the anyIP team, what to expect when the team is offline, and which support channels your plan includes. For proxy connection errors, see [Troubleshooting](/docs/guides/troubleshooting). For login problems, see [Account Access Troubleshooting](/docs/guides/account-access-troubleshooting).

## Standard support: dashboard chat

All customers can contact support through the chat in the anyIP dashboard. The chat is handled by the support team, so you do not need to ask for a human or an admin. Write your question in the chat and a support agent picks up the conversation.
Replies arrive in two places:

* In the dashboard chat.
* By email, at the email address on your anyIP account.

You do not need to keep the chat window open. If you leave, the reply still reaches your email, and you can continue the same conversation later.

## When the team replies

When you open the chat, it shows either the usual reply time or the time the team will be back. If the chat says the team will be back tomorrow, your message is saved and an agent replies when the team is next online.
Sending more messages or marking a request as urgent does not bring an agent online sooner. To get a faster resolution, put all the details support needs in your first message. See [What to include in your request](#what-to-include-in-your-request).

<Tip>
  If your proxies stop working, check [status.anyip.io](https://status.anyip.io) first to see if there is a network issue.
</Tip>

## Billing team hours and weekend delays

Some requests go from the support agent to the billing team, for example refunds, crypto payments that were not credited, and payment reviews. The support agent forwards the details, and the billing team checks the case.
The billing team is based in Europe and is available from 8 AM to 5 PM GMT. The billing team is offline on weekends, so billing cases opened on a weekend can take longer than usual. The support agent updates you in the same conversation once the billing team has checked your case.
For crypto payment cases and what support needs to trace them, see [Crypto Payment Troubleshooting](/docs/guides/crypto-payment-troubleshooting). For refund rules, see [Billing & Data](/docs/guides/billing-and-data).

## Telegram, WhatsApp, and Slack Connect

Support on Telegram, WhatsApp, and Slack Connect is part of premium support. These channels are not available on standard plans. Telegram support is available for Enterprise plans.

| Plan | Where to get support |
| :- | :- |
| Standard plans | Dashboard chat, with replies also sent to your account email |
| Enterprise plans | A dedicated support channel on Slack Connect, Telegram, or WhatsApp, created by the support team |

If you are not on a plan with premium support, contact the team through the dashboard chat. The same support team answers there.

<Note>
  support does not add individual customers on personal Telegram or WhatsApp accounts. Premium support uses a dedicated channel that the team creates for your account.
</Note>

## Activate premium support

When premium support is available on your account, the team contacts you in the dashboard chat to set up your dedicated channel.

<Steps>
  <Step title="Choose a channel">
    Reply in the chat with the channel you prefer: Slack Connect, Telegram, or WhatsApp.
  </Step>

  <Step title="Send the matching contact details">
    Send the contact information for the channel you chose:

    * Slack Connect: the email address the team should invite.
    * Telegram: your Telegram username, for example `@yourhandle`.
    * WhatsApp: your phone number with the country code.
  </Step>

  <Step title="Wait for the team to reach out">
    The team creates your dedicated support channel and contacts you there.
  </Step>
</Steps>

Setup starts only after the team receives your channel choice and contact details. If you have not replied yet, answer the setup message in the dashboard chat.

## What to include in your request

Support can start checking your case right away when the first message includes the needed details. For proxy problems, include:

* Your full proxy configuration, copied and pasted as text, for example `portal.anyip.io:1080:user_XXXX,type_residential,country_us,session_...:PASSWORD`.
* The application or tool you use the proxy in.
* Your use case.
* A screenshot of the error.

Paste the configuration as text rather than sending only a screenshot. Support may ask you to paste it again if you switch to a different proxy user, so that they test the same configuration you are using.
For other request types, include:

* Billing or payment questions: the email on your account and, for crypto payments, the TXID (transaction hash) as text.
* Account access questions: the account email if you know it, or your full proxy username if you forgot which email you used.


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