How to reach us, when we are available, and what to send so the first reply is a useful one rather than a question back.

### **Chat and email**

**Monday to Friday, 9am–5pm CST.**

* **Chat** — the widget on [pictor.pro](http://pictor.pro), or **Help & support** in your account menu

* **Email** — see the contact details in your account

Messages outside those hours are monitored for emergencies.

### **Emergency phone support**

For current subscribers with a live event in progress. The emergency line is for on-site problems during an event — for anything else, use chat or email and you will get a better answer.

### **What to include**

Whatever the channel, these four things get you a useful first reply instead of a follow-up question:

1. Your **Event Code**

2. What you were doing and what happened

3. The device and browser, or the booth device

4. Your **Version** and **Environment**, from **App information** in your account menu

A screenshot of the error beats a description of it, every time.

![App information has the version and environment we ask for.](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCRWNDd2dZPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--458e1bd9d111eb3a40aea55e415f64af462df507/90-app-information.png?cw_image_width=auto)

*App information has the version and environment we ask for.*