How do I contact Caribonix Customer Support?
Contact us via email or open a support ticket using your Caribonix account.
Contact us here if you can’t find what you’re looking for in our guides. When you contact us, you’ll always talk to real, friendly people. Our normal hours are listed on the table below.
| Support Channel | Hours | Response Time SLA: | Links |
|---|---|---|---|
| Email & Ticketing System | • Business Hours: Monday-Friday, 9:00 AM – 6:00 PM AST (English) • Saturday & Sunday: Emergencies only | • High (Critical Errors): Within 4-6 business hours • Medium (Operational Issues): Within 1-2 business days • Low (Minor Changes): Within 2–3 business days | Open a Ticket |
| Live Conference Call | • By Appointment only | N/A | Schedule a Call/Meeting |
*Note: We respond and attempt to resolve all tickets as quickly as possible. The general resolution time will depend on the complexity of the ticket.
What is considered an Emergency?
- Downtime due to server failure or technical issues
- Phishing attacks or malware infections
- Data breaches affecting user information
- Critical errors in website code
Note
We don’t offer assistance by phone. To learn more, visit Why we don’t offer phone support.
Contact Caribonix
This is how you get in touch with us:
- To start an email, visit our Contact page
Keep in mind:
- We may ask you to verify your email address before contacting us.
- We currently only offer support in English.
- Ensure you’re using the latest version of your browser and that JavaScript is enabled.
- Some Caribonix emails come from addresses that can’t receive inbound messages, so you can’t respond to those directly. However, we’re always happy to help. If you have a question, contact us or reply directly to an open email ticket.
Tips for contacting us
To help us answer your questions quickly, consider these tips when contacting us:
- Log in to your Caribonix account. If you can’t log into your account, try our troubleshooting steps.
- If you’re working with a third party, such as a domain or email provider, log in to your account with them.
- Be specific. The more details you include about the page, URL, or location you have questions about, the better we can understand what you want to achieve.
- Visuals help too. Feel free to upload screenshots or files that show us the problem. We can’t view embedded images, so include them as an attachment to your email.
Topics outside the scope of our support
We don’t provide support for the following topics:
- Custom code or design layout modifications – This is complex, requires specific expertise, and an extensive amount of time to complete. Contact our sales team to get a quote from our design and development team based on your requirements.
- SEO strategy – Because search engines have complex, frequently changing technology, and everyone’s marketing needs are unique, we’re unable to provide specific SEO advice.
- Tax advice – Consult with a tax professional when setting up taxes.
- Third-party services – We offer limited help depending on the service:
- We can help with connecting or disconnecting your extensions. For all other questions, contact the extensions provider directly.
- Contact the third-party service directly for all other code-based customizations.
Read the full article on what is included in support
Following up with Customer Support
After contacting us, you can keep a record of your conversation and follow up on it depending on the contact method:
- To find responses to your previous tickets, search your email inbox for messages from “Caribonix Customer Help and Support “.
- To follow up on an ongoing email conversation, reply to the message. If you have new or unrelated questions, visit our Contact page to start a new ticket.