Help Center
Customer Support
We're here to help. Whether you have a technical issue, billing question, or just need guidance — our support team has you covered.
1. How to Reach Us
Our primary support channel is email. Send us a detailed message and we'll get back to you as quickly as possible. To help us resolve your issue faster, please include your account email, a description of the problem, and any relevant screenshots.
2. Support Hours & Response Times
Our team operates across multiple time zones to provide timely support. Response times depend on the nature and severity of your request.
≤ 4h
Critical Issues
Platform outages, data loss
≤ 24h
Standard Issues
Bugs, setup errors, billing
≤ 72h
General Enquiries
Feature requests, questions
Response times are measured during business hours (Mon–Fri). Weekend tickets are handled on the next business day.
3. What We Can Help With
Our support team is trained to assist with all aspects of the Cold Scout platform, including but not limited to:
Platform Setup & Onboarding
Connecting APIs, configuring lead discovery pipelines, and getting started with campaigns.
AI Pipeline & Automation
Troubleshooting AI qualification, email outreach sequences, and scheduler issues.
Account & Billing
Managing your subscription, updating payment methods, downloading invoices, and processing refunds.
Bugs & Technical Errors
Reporting unexpected behavior, UI issues, or API errors you encounter in the platform.
4. Self-Service Resources
Before reaching out, you may be able to find an instant answer in our documentation or platform guides. We keep these updated with every release.
5. Escalation & Unresolved Issues
If your issue has not been resolved within the expected response window, or if you are not satisfied with the resolution provided, you may escalate by replying to your original support thread and adding "ESCALATE" in the subject line. A senior team member will review your case and respond within 24 hours.
We take every support request seriously. Our goal is to ensure every Cold Scout user has a productive and frustration-free experience with the platform.