Contacting Customer Support

Do you have a question or want to share some feedback? Got suggestions for Yola? Get answers, right here, right now! 

Email support is available 24 hours a day, seven days a week. When you contact us, you’ll always talk to friendly and knowledgeable human support agents.   

First troubleshooting steps

Here are some troubleshooting steps that can be taken first to see if one of these steps remedies the problem:  

How can I get help with my Yola site?

We have many ways of helping you. Choose the one that works best for you:

  1. For instant answers, click on the "looking glass" icon. 

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  2. Type your question into the search box located on every page.
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  3. Use keywords to refine your search and get the best results. If you don't get the right answer the first time, try similar words.
  4. Browse our support documentation.
  5. Submit a support request at any time of day if you don't find the solution.

When will I get a response from customer support?

Most queries will be responded to within a few hours. We strive to respond to all questions within 48 hours. Yola Bronze, Yola Silver, and Yola Gold customers receive priority attention and we do our best to answer all Premium Support requests in under 24 hours, but we respond to all customer emails as capacity allows.

Individual response time may vary depending on the support load and time of day, but whatever the circumstances we will always get back to you as fast as humanly possible!

Didn't receive an email from customer support?

If you have Premium Support and don’t get a reply within 24 hours, remember to check your Spam/Junk Mail folder as emails sometimes get routed there by your email service.

Take a look at our Adding Yola to your Safe Senders list tutorial for more information on adding support@yola.com to your list of trusted contacts to prevent this from happening.

Who will respond to my support query?

A friendly, qualified member of the Yola team! We do not outsource our support. Our support staff are well-acquainted with our software and can answer your questions accurately and competently.

Do you provide phone support?

Yola is committed to efficient, speedy customer support. Although we do not provide phone support, you can contact us via email at any time.  Note that email support is available for Yola Bronze, Silver, and Gold plans only.

Best practices in contacting support

  • Be specific: Include details of the page or URL you have questions about, the better we can understand what you want to achieve.
  • Be visual: Feel free to upload screenshots or files that can help identify the cause of the problem. Attach images to the support request rather than embedding them within a message.

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  • You can reply to our responses directly from our email response.
  • If you have a new question, please create a new support ticket so each question can be handled separately. 

Getting help on Facebook Messenger

You can easily reach out to the Yola Support team using Facebook Messenger from the Yola Facebook page.

Important: If you’d like to proceed with Messenger, please enter your Yola login email with your message, so we can locate your account and help you more quickly. 

If you need more specific assistance, please email support@yola.com.

What we cannot help you with

Before contacting us, note that we can't provide support for the following topics:

  • Custom code modifications 
  • SEO and marketing strategyEveryone's marketing goals are unique, so we're unable to provide specific SEO or website promotion advice. Visit our help guides to get more assistance on SEO and traffic growth features.
  • Tax and banking advice: Consult with a financial advisor or a tax professional instead. Alternatively, browse the tax and payment sections in our guide.
  • Third-party services: We do not do custom integrations, so it's best to reach out to the third-party service directly.

How should I report what I believe to be a problem, error, or bug with Yola?

Help us help you! Describe the problem in as much detail as you possibly can, including what you tried to do, what you expected to happen, and what actually happened. Tell us what browser and operating system you are using (visit http://whatismybrowser.com for that information). If you received an error message, copy and paste it and send it to us.

 

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