Important announcement concerning chat support

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  • Announcement
  • Updated 10 months ago
  • (Edited)
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Dear Homestead Community:

In order to dedicate more time and resources to the Support Channels preferred by our customers, we have decided to discontinue Chat Support effective June 2, 2017.

Most inquiries we receive are via Phone and this Community Forum, which will both continue to be active Support resources for your convenience.

You may access Support via Phone at: 1-800-986-0958, (Mon-Fri 6:00am - 5:00pm MST) and the Homestead Community at community.homestead.com.

Thank you,
The Homestead Support Team
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Drew N, Community Manager

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Posted 1 year ago

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Robert2351

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Hi Drew,

how do I go about creating another shopping cart

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Drew N, Community Manager

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This is a new topic

Please reference the new conversation here: How do I add a new shopping cart?
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Veril4012

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I can't build a new website, and I have unlimited websites
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Wendy7535

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I haven't been able to get any help anyway. So disappointed right now with Homestead!
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Drew N, Community Manager

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Wendy9550, please stay in the topic I replied to. I have sent a password reset to your email for the account
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Wendy9550

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Yes . Done Thank you to Jose who fixed the typo in the email address. Thank goodness for the telephone help.
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Rachel2331

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It's really inconvenient for me to have to get support over the phone or in these message groups.  Chat help has always been so quick and easy, especially when I need help right away.
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Rachel2331

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It's really inconvenient for me to have to get support over the phone or in these message groups.  Chat help has always been so quick and easy, especially when I need help right away.  I don't have time to sift through which message area I need to be in.
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Drew N, Community Manager

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I understand, if you don't want to/don't have time to search, you can simply create a new topic and go on to other things. Someone will answer you asap. We might answer your question directly, or merge your question into an existing topic. Either way, you should receive an email letting you know. I understand, it isn't an immediate answer, but at least you can do other things while you wait. For the time being, it is the best I can offer.
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Mary7894

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I am glad there still will be phone support, however phone use is costly and not at all convenient for my family in particular (very rural), so I really did appreciate the Chat feature. I used the Chat support a couple of times and these totally knowledgeable folks resolved my issues immediately. Even though the hours of availability were absolutely dumber than dumb, I'm still sad to see it go.

On the topic of support, I ASK ONCE AGAIN FOR A MANUAL:
This help-each-other community is pretty amazing, I must say, but most times, I would much prefer a how-to manual for most of my questions which (of course, what else) require immediate answers. Some, but not all questions have been asked here in the Community and answers can be discovered here, but it's rather time-consuming. I generally just fumble around within the editor, clicking on this and that, until I figure out how to accomplish my task.

NOTE: The old-old Sitebuilder, early 2000's, had a comprehensive manual that I printed out and studied diligently while building my first website. There was also one devoted to SEO - so useful for a newbie. Now, them was the good old days. Make Homestead great again?

I do jest as I do think that Homestead, especially the new website builder is really pretty great. I just think it lacks in the area of quality step-by-step instruction.
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Jim9418

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I agree with the complaint on the lack of manual.
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susan2829, Champion

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I think many will agree about eliminating Chat, but hopefully phone support and this Forum will be able to handle the issues for customers.

Wholeheartedly agree about a manual. The lack of a  dedicated 'How To' is the biggest gap with the new builder. Drew has put up several really good tutorials, but it would be great to have a site that offers an index and details from A to Z.

Just out of curiosity where did you find the manual for the desktop version and the SEO?
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Mary7894

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Ah, think 2003: I don't know for sure, Susan - probably the manual was found in the Help Menu; a link to a readable guide, a printable PDF, which was handy for a beginner with limited internet access. I passed it on to a neighbor who took my advice back then and built a couple of sites with Homestead, saved her the ink.
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hsbpoa2873

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drew I tried to send an email to HomesteadCommunity@community.homestea... and it bounced back. Can you please verify the email address? Thank you!
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Drew N, Community Manager

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We don't have a monitored email address for support. If you have sensitive information you need to get to us, then you can create a private conversation. Only you and employees will be able to see it. You can see how in the link below.

https://community.homestead.com/homestead/topics/how-do-i-create-a-private-conversation
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Robert6884

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6:18 am MST and the "Help" line is not open at this time, but the times are 6a-5pm MST.  So little tech from a web company, especially one with Intuit ties is just sad. Email issues, support issues and the same one for years. Chat was actually occasionally helpful.
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Drew N, Community Manager

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I am sorry for the misunderstanding, but you posted this at 6:20am MDT. Our office is in Arizona which does not observe daylight savings, so currently they are the same time as California on PDT. The phones did open at 6:00am MST.

You can also ask questions here, we are happy to help with anything you need.
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Beverly2770

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I am trying to make some changes on my website and can't gain access, also my widget for VAGARO disappeared - can I get some help?  I've love having homestead host my webpage, but this is not working.
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Drew N, Community Manager

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I have responded to your 2 other posts. Please go back to your questions and you will see the responses
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Tami1292

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Hello,

I am trying to add a coupon code to my website? How is this not possible in 2017- do I have to work through Paypal to accomplish this?
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Drew N, Community Manager

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This is its own topic and is being made into one.

Please reference the new conversation here: Can I add coupons codes to my site?
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paulinateran595382

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Hello,

I need your support. I have created a new domain and ok I have to wait 24hrs for the approval of this.
In this new page I need to put a password in the REPORT page, could you indicate me how I can put the password to allow access to that page.

Thanks,
Paulina
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Drew N, Community Manager

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This post is unrelated to the topic it was posted to

Please reference the new conversation here: How can I add a password to a page?
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gale5370

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This reply was created from a merged topic originally titled Where is CHAT customer service?.

I need to talk to customer service. Where is Chat?
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Joshua2161

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Seriously?  I haven't had chat support available in YEARS... and I posted for help in Community 8 hours ago and haven't received a response.  So, how exactly is getting rid of chat benefiting Community?  Awful.  And I don't see expanded phone support hours, so again, I fail to see the correlation between dumping chat support and better phone support.  And, btw, how is the phone number not listed hardly anywhere except the front page of the site?  Even in Community, where the hours for phone help are listed, the phone number is not... I can't wait to take that survey again...
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Michelle1108

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I used the chat support due to being hearing impaired and talking on the phone is difficult for me.  I understand businesses having to look at the bottom line but it is also nice when they look at what helps their customers.  I personally have used chat support alot due to not wanting to call because I can't hear well over the phone.  I had wanted to chat with someone today to find out if I would be able to suspend my account for a month and not cancel due to a financially hardship this month.  Now I have to call which is difficult for me.  I have had my homestead account for a very long time and have brought a lot of new customers to Homestead but I may have to start looking at other options if it is going to be harder for me to communicate when I need help.  I have appreciated how easy it is to set up an account and such but until chat was added it was hard to do everything over the phone.  
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Drew N, Community Manager

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Michelle1108, you may post here. If you create a new topic in the community, you are presented with a checkbox to allow you to make the conversation private. Only you and Homestead employees will be able to see it. We are here Monday-Friday answering questions for people. If the phones don't work for you, perhaps community will.

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