Contact our Support team

If you have questions that you cannot answer by searching the Help & How-To Center , you can contact Support for assistance.

Before you contact Support

Please be prepared to provide a specific explanation of the problem so that the Onvio Representative can handle your inquiry efficiently. You might want to write brief notes on some of the symptoms or print error messages related to the problem. At a minimum, the Support Representative will need to know the following.

  • Your firm ID, which you can find by choosing Setup > Firm.
  • Operating system that you are using
  • Internet browser that you are using
  • Specific nature of the problem
  • Steps that preceded the problem
  • Whether this problem occurs with more than one client or on other computers
  • Full error message and when it occurs

Means of contacting Support

Use one of the following methods to contact a Support Representative.

  • Complete the Contact Support form. Email support is available from 9 am to 8 pm Eastern time on weekdays.
  • Start a live chat session. Chat support is available from 9 am to 5:30 pm Eastern time on weekdays.
  • Call 800-968-0600 and choose options 1, then 7. Phone support is available from 8:30 am to 8pm Eastern time on weekdays.

    Note: Use our Phone Queues list (PDF) to see a full list of Onvio phone support options.

Not sure which option to choose?

  • Chat support is best for time sensitive questions that cannot wait a day or longer for an answer. Chat tends to be quick, especially if your question doesn't have a lot of necessary details. You can work on other things while chatting with Support.
  • Email support is best for questions that aren't time sensitive and aren't stopping you from accomplishing work. We strive to answer all of our emails within 48 hours of receiving them.
  • Phone support is best for questions that are urgent and time sensitive. If you need or want to share your screen, or share details about the situation around your question, this is the best option for you.

Contact us

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