Contacting Support
Getting Help From ANVL Support
ANVL support is here to help. Multiple ways to reach us, depending on your needs and urgency.
Email Support
Email [email protected] with your question, issue, or feedback. Include relevant details: what you were doing, what went wrong, your account email, and any error messages. Response time: usually within 24 hours for standard inquiries, faster for urgent issues. Email is best for detailed issues requiring investigation.
In-App Support Chat
Click the help icon (question mark) in the bottom right of ANVL web or app. This opens a chat interface where you can type your question. ANVL support responds in real-time (during business hours) or within a few hours (outside business hours). Chat is best for quick questions needing fast answers.
Phone Support
Pro and Business plan subscribers have phone support access. Call 1-844-ANVL-911 (1-844-268-5911) Monday-Friday 9 AM - 6 PM Eastern Time. Have your account email ready. Phone is best for urgent issues or complex problems needing detailed discussion.
Business Hours
ANVL support is available Monday-Friday 9 AM - 6 PM Eastern Time. Outside these hours, use email or chat (messages are queued). Urgent issues on weekends: email with "URGENT" in subject line and include a phone number. Support will contact you ASAP.
What Information to Provide
Help support help you faster by including: your ANVL account email, what you were trying to do, what happened instead, any error messages (exact text), your device/browser (iPhone X, Chrome 120, etc.), and when the issue started. Screenshots or videos of the issue are incredibly helpful.
Urgent Issues
Critical issues (account locked, payment not received, data missing, security concern): contact support via phone (if available) or email with "URGENT" in the subject. Explain what's urgent about it. ANVL prioritizes urgent issues and responds faster.
Feature Requests and Feedback
Have an idea for a new feature or feedback about ANVL? Contact support—they log feature requests and share them with the product team. Including "Feature Request:" in your subject helps them categorize it. Share ideas for how the feature would help you.
Bug Reports
Found a bug? Include: exact steps to reproduce the issue, what you expected to happen, what actually happened, your device/browser, and screenshots. Detailed bug reports help ANVL fix issues faster. Include "Bug Report:" in your subject.
Response Time Expectations
Free and Solo plan: response within 48 hours. Pro plan: response within 24 hours. Business plan: response within 4 hours + priority phone support. Extremely urgent issues get faster response regardless of plan. Most straightforward issues are resolved in the first response.
Knowledge Base and Documentation
Many questions are answered in the ANVL documentation (which you're reading now). Search before contacting support—you might find the answer instantly. Documentation covers 90% of common questions.
Community and Forums
ANVL has a user community forum where contractors share tips, ask questions, and help each other. This is often faster than contacting support for non-urgent questions. Active community members often answer quickly.
Status Page
If ANVL experiences outages or issues affecting many users, check status.anvl.io for real-time updates. The status page shows which services are affected and estimated resolution time. Follow @ANVLstatus on Twitter for updates.
Tracking Your Issue
When you contact support, you receive a ticket number. Use this to reference your issue in future communications. If you didn't receive a ticket number, ask for one. It helps support find your previous conversation quickly.
Escalation
If your issue isn't resolved to your satisfaction, ask for escalation. Your issue goes to a senior support member or manager for review. Most escalations are resolved in the next response. Be respectful and specific about why the resolution didn't work for you.
Satisfaction Guarantee
ANVL is committed to your satisfaction. If your issue isn't resolved or you're not happy with support, let us know. ANVL takes feedback seriously and will work to make it right. Your success is our success.