How do I access live chat support?

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When you are logged into your account on www.homestead.com, look in the top right hand corner and you'll find the link under the Help button.


Hours of Operation for Live Support

Phone:
Mon-Fri 7:00am - 6:30pm MDT
Sat-Sun Closed
Chat:
Mon-Fri 4:30am to 1:15pm MST(No DST)
Sat-Sun Closed
Community:
Available 24x7

Please click this link if you receive a message that chat key cookie doesn't match chat key.
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Drew N, Alum

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Posted 5 years ago

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David1351

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This reply was created from a merged topic originally titled How do I access Live Chat support?.
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themieleman, Champion

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You haven't listed the phone number. Do they use one?
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Stan5156

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I used chat 3 times the other day and nobody came on for hours.
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Darrel7106

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This reply was created from a merged topic originally titled Starting a chat conversation with a representative.

I cant find the link to start a chat with a representative from HomeStead. I see the hours of chat operation. But no link to get there.
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Drew N, Alum

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Hi Darrel7106,

It should be under help.

Drew
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A.0054

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It is not under help.    .
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Drew N, Alum

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A.0054, We are looking into this. You can log out of your account and go to http://www.homestead.com and you will see a link under the log in button. It says chat available. You can also create your own question here if you wish.

Drew
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A.0054

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Thank you, I created a 'private' question because of the instructions given to several other people regarding websites being down.
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Drew N, Alum

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Ok, we'll get there ASAP
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Jeramy9946

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I have the same problem with our site being down and not finding the chat link
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Drew N, Alum

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We are looking into this. You can log out of your account and go to http://www.homestead.com
and you will see a link under the log in button. It says chat
available. You can also create your own question here if you wish.
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Armando4056

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I am logged in, clicked on Help in the top right hand corner, and there is no link to Chat support there.
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themieleman, Champion

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Use this link. It's in the upper right corner: http://www.homestead.com/welcome/#.VK2EiSvF-Sp
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Ed3848

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I have found there is no link to live chat also. It seems things are going from bad to worse. pvwt
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Drew N, Alum

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Ed3848,

The link to chat should be there, but only when chat is available. It has been quite a while since chat was available on the weekends. You can ask a question here 7 days a week.
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debbie7235

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I get this error...

"Chat key cookie does not match visitor chat key"
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Drew N, Alum

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debbie7235,

Try clearing your browser history. The go to Homestead and try the chat. You can also try a different browser.
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Kathy3397

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Error message when I try to access chat --Chat key cookie does not match visitor chat key -- I am not a visitor I have an account.
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Drew N, Alum

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You can post a question here in the community. You should be able to clear your cache and cookies and then access chat.
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Angela2418

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I receive the same error in both Chrome and Internet Explorer and have cleared browser history.

Also, there is no obvious way to find the telephone number for the telephone support.  I don't want to post my billing related questions in a public forum. I want to speak with someone via chat or telephone.  It shouldn't be this difficult to do so.
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Drew N, Alum

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Angela2418,

Phones are only just about to open. The number is 800-710-1998. Chat is up and running, it is possible that your browser history is not clearing properly. It's best to got to about:blank in the address bar and then clear everything, then close the browser and try again.

Also, You can create a private conversation here in the community. Only you and employees can see private conversations.
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Susan6818

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Today I was unable to access Chat through Internet Explorer.  Although I didn't think it would make any difference, I tried through Google Chrome and was successful.  I don't know why they don't post that somewhere.


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Drew N, Alum

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It should work with all major browsers. Did you receive any error?
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Susan6818

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I received an error message, which I pasted into a chat this afternoon.  However, once Chat got online, the original message didn't show up so I can't tell you what the error message said.  I can tell you that I just tried to access Chat now through Internet Explorer and it worked.


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Drew N, Alum

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If the error mentioned the cookie not matching the key, please take a look at this topic if it happens again.

https://community.homestead.com/homestead/topics/chat-key-cookie-does-not-match-visitor-chat-key
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Susan6818

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Thanks so much.


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Drew N, Alum

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You're welcome
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India6196

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I don't have a "chat live" selection under that top right corner "help".................
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themieleman, Champion

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Logon to Homestead and select "help" in the upper right corner.
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Drew N, Alum

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It will not display if it is off hours and no reps are available. It only shows during chat hours.
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Gretchen0016

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I have clicked on the button a few times but nothing happens.
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Drew N, Alum

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Is your browser telling you to allow pop ups? Also, try clearing your browser history.
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jessica6333

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I have tried to use the live chat 2 times just now. Every time I respond to the helper the send button does not work :(
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Drew N, Alum

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Have you tried a different browser? You can also search for the answer to your question here. or create a new topic to ask your question.
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jessica6333

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I am not able to receive email from a specific client that I know has been sent.


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Drew N, Alum

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Can you have them send you the source code of the email to a different address and then post it in a new topic? We would need to analyze the email to determine what happened to it.
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Ben9683

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Sigh - yeah, the chat link just doesn't show up. The fix diidn't quite work.
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mike1971

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Hey Homestead, for us paying customers it would be most efficient to have the "LIVE CHAT" available when logged-in working in dashboard (on website) versus logging out to access live chat - this idea is as good as sliced bread. On the a good note...Customer service, with live chat, has answered all queries very bigly (ie. very good) 
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jessica6333

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Right? Super irritating. Also would be nice to be able to call someone and have an actual conversation about an issue.
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Drew N, Alum

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The phone number is available on http://www.homestead.com. It does say sales, but you can access all departments from there.

I will see if a link to chat can be added, but it would need to be discussed with the developers and approved, so it would not be right away.
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David9659

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This reply was created from a merged topic originally titled contact support.

chat with support
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author5137

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The chat isn't working. There's no email option... I need assistance.
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William S

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What happens when you try and chat with support? You can create a new post if you want us to help you with your issue.
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sethgconst0665

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thank you for responding I have spent hours on the phone with tech but as you said it is designed to erase everything if you change templates. So it only works if you notice that little warning before you blow it.
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Cindi Benton

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When I click on live chat it opens the screen but just flashes - very annoying
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William S

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Have you tried clearing your cache and cookies? If this does not work, have you tried a different web browser?
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Angela6568

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Chat key cookie does not match visitor chat key---this is what I get when I try to chat. I can not find a phone number for help. I am losing potential business.
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William S

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Have you tried clearing your cache and cookies? If this does not work, have you tried a different web browser?

Our support's phone number is 1-800-710-1998.

https://community.homestead.com/homestead/topics/why_cant_i_see_changes_ive_made_to_my_site_how_do_i...
I am tired of the response from Homestead to "clear cache & cookies".  Do you realize what a pain in the butt this is for saved passwords and logins?  It erases all of these and is not just annoying but sometimes debilitating for those of us who always save our passwords for logins.  It's also not a quick fix in every case.  Try finding tech folks who know how to fix a problem without clearing the cache as a first endeavor!!
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William S

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Clearing your cache and cookies should not affect your saved passwords. It is different for each browser, but you should have a choice on what you are clearing when you do this. There will be a specific option to clear saved passwords.

Chome example:
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Gretchen0016

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This reply was created from a merged topic originally titled Is it still possible to chat online with a staff member about a problem?.

Some of my pages are missing. They all used to be there. What happened?
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Drew N, Alum

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Official Response
We have recently discovered an issue where you may not see the chat live link, when logged in to the account. If you log out and go to Homestead.com, you will see the Chat now ink in the top right, under the login buttons.

We believe the problem was corrected, and should go live in the middle of next week. There is no fixed ETA, but that is the current ETA.

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