Our technical support staff is based in Rochester, NY, USA, and is available to assist you with operating our system. The best method to contact our technical support staff is utilizing our Online Chat option in the lower right-hand corner of the website. This is the fastest way to reach a real person that can help you with your issue. You do not need to be logged in to use Online Chat.
Hours of Operation
Technical support services are available Monday to Friday from 9:00 am to 5:00 pm Eastern Time (America/New_York). Our offices are based in New York State, USA and our hours follow the United States Eastern Timezone (EST or EDT), which is either UTC -05:00 or UTC -04:00 during Daylight Saving Time. Office holidays and exceptions are listed at the bottom of this support article page.
The fastest way to reach us. Login is not required. We can interact with you in real-time, send you screenshots, receive screenshots or files from you, and highlight items on your screen. It's super-efficient and the best way for us to help you use the system. Online Chat is available in the bottom right corner of our website on a first-come-first-served basis. It is available no matter whether you are logged in or not. You will need to make sure you have any ad-blocker browser extensions or other content-blocking browser extensions disabled to ensure your web browser does not block our Online Chat content.
Online Chat on Mobile Apps
If you're using our free mobile apps for Android, iPhone, or iPad, you will need to login in order to access Online Chat. If you're having trouble logging in and want to Online Chat from your mobile device, you'll need to use the mobile web version of our system by opening your mobile device's web browser (like Google Chrome or Safari) and navigate to www.horizonwebref.com. From there, you can access Online Chat without needing to log in. Alternatively, you can use a regular desktop/laptop device and access Online Chat without logging in from our regular website at www.horizonwebref.com
This is the best after-hours support method. After our Online Chat has closed for the day or for the weekend, we still have technical support available via our email support channel. We can send you screenshots and receive screenshots or files from you. It's a very efficient way for us to interact after hours. You can also use this support method if you don't want to wait for an available Online Chat agent during busy Live Chat times.
This method is the same as our Email Support. It just provides you a convenient online way to submit an email support request without actually sending an email by visiting https://horizonwebref.com/support.
Can I call you for support?
Unfortunately, we do not offer phone support services. Using a software platform is a visual process. We frequently need to send you screenshots, links to resources, pictures, or interact with you electronically while you're using the system to find out what is happening on your device and/or provide you guidance. We also need to perform electronic identity verifications when accessing your account details. We simply can't do all those things over the phone. If you need real-time assistance, Online Chat is the way to go, so we can follow along with you and walk you through any operation you're seeking to perform.
Our technical support staff is based in the United States and observes the following holidays in which general technical support services are not available. During holiday times, our technical support staff continues to monitor system performance and operations for emergency conditions or outages, but responses to general support inquiries from users are not typically issued during our observed holidays:
New Year's Day (January 1)
Birthday of Martin Luther King, Jr. (Third Monday in January)
Washington's Birthday (Third Monday in February)
Good Friday (Friday before Easter)
Memorial Day (Last Monday in May)
Juneteenth (June 19 or the Friday/Monday before/after if on the weekend)
Independence Day (July 4 or the Friday/Monday before/after if on the weekend)
Labor Day (First Monday in September)
Columbus Day (Second Monday in October)
Veterans Day (November 11)
Thanksgiving Day (Fourth Thursday in November)
Black Friday (Friday after Thanksgiving Day)
Christmas Eve (December 24)
Christmas Day (December 25)
New Year's Eve (December 31)
Year-End Holiday Season
During the year-end holidays each year, our Online Chat support is unavailable from approximately December 19 to January 3rd. Email support is still available during this time, with normal response times for fast assistance during the holidays.
Annual Company Summit
Each year, our company gathers to coordinate and evaluate our practices for the year. We do this at the beginning of the summer each year for a period of two weeks. Typically around June 25 through July 10. During this time, Online Chat support is unavailable. Email support is still available, but longer response times can occur during this period. This is scheduled during our least busy season to minimize impacts on our users and ultimately helps us to provide better service in the long run. During our company summit, our technical support staff still continues to monitor system performance and operations for emergency conditions or outages.