You can reach SubBase support 3 ways: chat from inside SubBase, chat from this help center, or email. Inside SubBase, chat is off until you turn it on with Help.
Before you start
This article is for the contractor side of SubBase. If you are a vendor, see Vendors below.
Have the order, RFQ or project number to hand. It is the first thing we will ask for.
Turn on chat inside SubBase
Click your name at the top right of any screen.
Click Help.
A message reads Help mode is enabled. Click OK.
The chat opens. Type your question.
What happens next
The chat button stays in the bottom-left corner of every SubBase screen while Help mode is on. The message you saw says bottom right; the button is on the left.
Help mode turns itself off about 48 hours after you turn it on. The next time you need it, click Help again. Help shows in blue while it is on, and clicking it while it is on turns it off.
Other ways to reach us
From the help center. Start a chat from the Messenger in the bottom-left of any help center page. It is always there, and you do not need Help mode.
By email. Write to help@subbase.io. The same address appears on SubBase error screens.
Vendors
In the Vendor Portal, Help shows our email address instead of opening a chat. Email help@subbase.io, or start a chat from this help center.
Notes and limits
If Help is not in your menu, use the help center chat or email instead.
SubBase email you receive about orders and RFQs comes from no-reply@subbase.io. Do not write to that address for support.
Best practices
Say what you expected to happen as well as what did. "The order did not send" is slower to fix than "I clicked Send and the vendor says nothing arrived."
Keep one problem to one conversation. Two issues in one chat means one of them waits.
If this doesn't work
Start a chat from the Messenger in the bottom-left of this page, or email help@subbase.io. Include the order or project number and what you expected to happen.