For any questions or concerns regarding your Zenfolio account, our helpful Customer Experience team of Zenfolio Pros are here to help! However, before contacting us, many concerns may be able to be taken care of through our Support Center, asking Zia, 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.
Ask Zia, Zenfolio’s AI-powered assistant
Zia is Zenfolio’s AI-powered assistant, designed to help you get the most out of your Zenfolio experience. Zia can answer questions about Zenfolio features, guide you through workflows, and has read-only access to your account in order to provide more personalized, relevant support.
You can easily access Zia a few different ways within your account.
From your Account Pages
You can access Ask Zia anywhere in your account using the Ask Zia button that appears in the top right corner of every page your in account. Clicking on the Ask Zia button will open the panel on the right side of your screen where you can begin chatting with Zia about any questions that you may have. Zia will do its best to provide you with accurate answers quickly, however please keep in mind that Zia can make mistakes.
| Note: If you find that Zia's answers are not accurate or helpful, you can use the thumbs down button below the inaccurate response. If you find Zia's help particularly helpful and accurate, you can also use the thumbs up button. |
Through the Resource Center
- In the bottom left area of your account pages, click on the
Resource Center icon to open the Resource Center menu.
- Click on the 💬 Get Support option.
- Choose Get Instant Answers from the options provided.
- The Ask Zia panel will appear on the right side of your screen. Here you can begin chatting with Zia about any questions that you may have. Zia will do its best to provide you with accurate answers quickly, however please keep in mind that Zia can make mistakes.
| Note: If you find that Zia's answers are not accurate or helpful, you can use the thumbs down button below the inaccurate response. If you find Zia's help particularly helpful and accurate, you can also use the thumbs up button. |
For more information about the use of Zia, Zenfolio's AI-powered assistant click HERE.
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, asking Zia, 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 7 days a 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 customer support offering.
Visit our contact page HERE to send us an email inquiry.
Or you can follow these steps to quickly access the email form in the future:
- In the bottom left area of your account pages, click on the
- Click on the 💬 Get Support option.
- Choose Submit a Ticket from the options provided.
You'll be taken to the email contact form where you can provide all necessary information and questions regarding your need to contact us.
Messaging Support
Our messaging support works much like direct messaging or texting—send us a message, and our team will respond as soon as an agent is available. Conversations remain open, allowing you to check back at any time for a reply. If an agent is available, you may have an active back-and-forth conversation, but at times, there may be a brief delay before you receive a response. Our team actively monitors and prioritizes messages during our messaging support hours, Monday-Thursday, 6 AM-5 PM Pacific Time, ensuring that every request is addressed as efficiently as possible.
To access the messaging support feature, if you do not already see the message icon in the bottom right-hand corner of your account pages, follow these steps:
- In the bottom left area of your account pages, click on the
- Click on the 💬 Get Support option.
- Choose Message Support from the options provided.
- The messaging 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.
- The messaging window may cover portions of your account that you need to access while communicating with us. If you need to hide the messaging window at any time, you can click on the
icon in the bottom right-hand corner to minimize it.
At any time, if you have an ongoing messaging conversation, you can use the message icon in the bottom right-hand corner of your account pages to open up the messaging window and continue the conversation with the next available agent.
Note: Zenfolio does not offer phone support for any subscription plans of the Nextzen platform.