For any questions or concerns regarding your Zenfolio account, our helpful Support team of Zenfolio Pros are here to help! However, before contacting our Support team, many concerns may be able to be taken care of through our Support Center or through general troubleshooting.
Support Center
The Zenfolio Support Center contains over a hundred support articles containing step-by-step guided instructions, and detailed explanations, of the various features available through your Zenfolio account. For many questions regarding where to find, or how to set up, a specific feature feel free to search for the topic using the search bar at the top of this support article page.
Or you can click HERE to go to the Support Center home page.
Our Support Center articles are kept up to date with changes to the platform's existing features and any new features being added.
Troubleshooting
If you're wanting to inquire about a possible technical issue that you're experiencing (i.e. failed payments, login trouble, missing features, etc.) it may be helpful to perform some basic troubleshooting prior to contacting our Support team.
The most common troubleshooting step that provides a solution to many technical issues is going to be clearing your browser cached information. Any time you visit a website your browser caches information, like images, from that website to help it load faster in the future. Sometimes if this information is not cleared regularly, older cached files can become corrupt causing a variety of issues when browsing the internet.
If you'd like to try troubleshooting your issue before contacting our support team, it is highly recommended to clear your browser cache, use a private/incognito window, or a use different browser to see if this resolves the issue.
Click HERE for more information about clearing browser cache.
If you continue to experience an issue and you contact our Support team, please include any troubleshooting that you've already done so that our Zenfolio Pros do not repeat troubleshooting you've already done on your own.
Platform Status
In some cases, an issue that you are experiencing may be a result of a known issue across the platform. For any major technical issues that affects all users, we will post a notice in our Status Page. You can subscribe to this page so that you are notified of any posted issues and updates regarding on going issues and when those issues are resolved.
Need More Help?
If you're unable to find the answer to questions related to your Zenfolio account in our Support Center or from the troubleshooting options above, our helpful Zenfolio Pros are here to help! All Zenfolio accounts include two options of contact the Support team of Zenfolio Pros:
Our Zenfolio Pros answer emails around the clock, every day of the week. While we aim to get back to all support inquiries quickly, the response time may depend on the volume of inquiries at any given time. If you're seeking assistance with a more urgent matter within our available hours, it is recommended that you contact the Support team through our LiveChat offering.
Visit our contact page HERE to send us an email inquiry.
LiveChat
Our Zenfolio Pros are available through our LiveChat support service Monday-Thursday 6am-5pm Pacific Time. Within these available hours it is recommended to use the LiveChat support option for any urgent needs, and you will be connected to the next available Zenfolio Pro.
To access the LiveChat feature, if you do not already see the LiveChat icon in the bottom right-hand corner of your account pages, follow these steps:
- In the top right-hand area of your account pages, click on the
Info Center icon.
- Click on the Chat with Support option.
- The LiveChat window will appear on the right-hand side. Here you can use the topics for possible guided answers to some of the most commonly asked questions, or if more assistance is needed you will be transferred to the next available Zenfolio Pro. If you'd like to begin talking to a Zenfolio Pro right away, ask the chat for a "representative" or "support".
- The LiveChat window may cover portions of your account that you need to access while chatting with us. If you need to hide the LiveChat window at any time, you can click on the
icon in the bottom right-hand corner to minimize it. You can then click on the LiveChat icon in the bottom right-hand corner of your account pages at any time to re-open the window.