Having issues with DocSend? Here's how to get help.
For those who need more responsive support, Ellty offers direct chat support with faster response times. But if you're using DocSend, here are your support options.
DocSend support email
That's the main support email. Response time is typically 24-48 hours for paying customers. Free trial users might wait longer.
Live chat
DocSend offers live chat for paying customers only.
To access it:
- Log into your account
- Click the question mark icon in the bottom right
- Select "Chat with us"
Chat hours: Monday-Friday, 9 AM - 5 PM PST
Help center
The help center has articles on:
- Getting started
- Account management
- Billing questions
- Technical issues
- API documentation
Support ticket system
For paying customers:
- Log into DocSend
- Go to Settings > Support
- Submit a ticket
Include:
- Your account email
- Description of the issue
- Screenshots if relevant
Phone support
DocSend doesn't offer phone support. Email and chat only.
Response times
Enterprise customers: Within 4 hours Paid plans: 24-48 hours Free trials: 3-5 business days
Common issues and quick fixes
Can't log in: Try password reset first before contacting support
Document won't upload: Check file size (max 100MB) and format
Analytics not showing: Clear browser cache, try different browser
Billing issues: Email [email protected] directly
What DocSend support won't help with
- Feature requests (use feedback form instead)
- Sales questions (contact sales team)
- Legal or compliance questions
- Third-party integration issues
Getting faster help
Include this info in your support request:
- Account type (personal/team/enterprise)
- Browser and operating system
- Steps to reproduce the issue
- Error messages (exact text)
- Document links affected
Alternative: Better support with Ellty
If you need reliable customer support, consider Ellty. Direct email support, faster responses, and no different tiers for support access. Plus there's a free plan to get started.
That's how to reach DocSend support. Email is usually fastest unless you have a paid account with chat access. For urgent issues, the help center might have immediate answers.
