To get help in Recollective, select the question mark icon in the top-right corner of any page. This Help widget is available to Analysts and Moderators.
Selecting the Help icon opens a window with two options:
Contact Support: Allows Analysts and Moderators to submit a support request directly to the HelpDesk team.
Search for help: Provides instant access to the Recollective Knowledge Base
If you’re not already in a conversation, selecting Contact Support from the Help icon is the fastest way to reach us. You can also email us at helpdesk@recollective.com.
If you’re already in a chat or email conversation with Recollective Support, you’re already connected. You don’t need to open the Help icon or send a new email. Keep typing your question in the same conversation.
Already chatting with us?
If you’re already in a chat or email conversation with Recollective Support, you don’t need to open the Help icon again. Keep typing your question in the same conversation. If you’d like help from a person on the Recollective Support team, ask in the conversation and it will be passed to a team member.
Phone and Video Calls
Recollective does not offer phone support. If your question would be easier to work through face to face, we’re happy to set up a video call (available to Analysts and Moderators only). Ask for one in your support conversation and a member of our team will arrange a time with you.
Support Hours
Standard support is available Monday to Friday from 6 AM to 10 PM Eastern Time (excluding Canadian public holidays). Outside of standard support hours, we'll reply as soon as someone is available to help!
If you have an urgent issue that requires immediate action outside of standard support hours, please navigate to https://recollective.com/911 to open an emergency support ticket.
Client Observers
For Client observers, the Help icon appears grey instead of blue. Selecting the icon will redirect them to the Messages area of a study where they can contact the study Moderator for assistance.
Tips for Participants
When participants select the Help icon, they will only see the Search for help option, which provides instant access to the Tips for Participants Knowledge Base.
⚠️ Warning: Recollective does not provide direct end-to-end support to Participants. If a participant has a question, they will need to contact the Moderator through the Messages area of the study. If the Moderator is unable to answer their inquiry, then that Moderator can contact Customer Support on behalf of the participant. Our Customer Support Team will provide their response to the Moderator who can then relay that information to the participant.
🗣️ Still have questions or want to leave feedback on how we can do better? Contact us at helpdesk@recollective.com.