Support & Billing
How support works, billing, plans and usage. 16 articles.
No articles on this page match. Try the search at the top to look across all topics.
Getting Support 7
How do I get support?
Open Harbor Help (the chat bubble in your dashboard). The AI assistant answers most questions instantly. If it can't solve your issue, it opens a support ticket and our team replies in the chat or by email.
Do you offer phone or Zoom support?
No. Client Harbor support is by chat and email only. This lets us keep a written record of every issue and answer faster.
What are your support hours?
Harbor Help (AI) is available 24/7. Our support team works Monday to Friday, 7:00 AM to 12:00 PM EST. Tickets are answered within 1 business day.
How do I submit a support ticket?
Ask Harbor Help, or say "open a ticket". It will ask for your business name, email, what happened, where it happened and how urgent it is. Attach a screenshot in the chat if you have one.
What should I include in a ticket?
- Your business name in Client Harbor
- What you were trying to do and what happened instead
- The exact error message, if any
- Where it happened (page, workflow, funnel or contact name)
- A screenshot or screen recording link
How do I check on my ticket?
Reply to your ticket confirmation email, or open Harbor Help and ask about it. Include your business name.
What do the ticket priorities mean?
- Urgent: your business is stopped (you can't log in, nothing is sending, payments are failing).
- Normal: something isn't working but you can still operate.
- Low: a question or a how-to request.
Billing & Plans 5
How does Client Harbor billing work?
You pay a monthly plan fee plus usage-based charges for messages and calls (SMS, email, phone minutes, AI). See Pricing and Usage Based Billing.
Why was I charged more than my plan price?
Usage-based charges cover what your account sends: texts, emails, calls, phone numbers and AI features. These are added to your plan fee. See the Usage Based Billing Policy. For a breakdown of a specific charge, ask Harbor Help to open a billing ticket.
How do I update my payment card?
Ask Harbor Help to open a billing ticket. For your security, never type card numbers into the chat.
How do I upgrade, downgrade or cancel my plan?
Plan changes and cancellations are handled by our team. Ask Harbor Help to open a billing ticket. See the Refund & Cancellation Policy on client-harbor.com.
Where are your terms and policies?
Usage & Costs 4
What counts as usage?
Outbound and inbound SMS and MMS, emails sent, phone minutes, phone numbers, AI features, and some premium actions in workflows.
How can I keep usage costs down?
- Clean your contact list so you don't message invalid numbers or emails
- Keep texts under 160 characters (longer texts count as multiple segments)
- Avoid emojis in texts when not needed; they can double segment counts
- Review workflows for duplicate sends
- Turn off AI features you don't use
Why did one text count as several messages?
SMS is billed in segments of about 160 characters, or 70 characters when the text includes emojis or special characters. A long message is split into several segments.
What happens if my usage balance runs out?
Messages and calls may pause until the balance is topped up. Ask for a billing ticket to set up automatic recharge or check your balance.
Still stuck? Open Harbor Help in your Client Harbor dashboard and describe what happened. If the assistant can’t solve it, it opens a ticket and our team replies within 1 business day.