Contents
- Overview
- Hours of Operation
- How to Chat with a TechSoup Customer Service Representative
- Unable to Access Live Chat?
- Visual Guide: How to Connect with a TechSoup Customer Service Representative
- TechSoup Plus Members
Overview
Beginning in 2024, TechSoup U.S. Customer Service transitioned to supporting our members exclusively through Live Chat. As a nonprofit ourselves TechSoup does our best to provide quality and timely service with the resources we can sustain. At this time we have determined our resources are best focused on Live Chat support and developing TechSoup’s Digital Solutions and Services program.
Select the Help widget,, located in the bottom right corner of www.techsoup.org and support.techsoup.org to access the TechSoup Support Virtual Assistant and connect with a TechSoup Customer Service representative.
Review the following TechSoup Support articles for more information.
Located outside of the United States? Find the TechSoup website for your country. Then select the Help widget and enter one of the following terms or phrases to connect with the TechSoup Customer Service team serving your country or region.
Hours of Operation
Our TechSoup Support Virtual Assistant is always available to assist members with answering their questions.
Looking to chat with a TechSoup representative? We are available to assist you during our hours of operation:
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Monday through Thursday
7:00 A.M. - 3:00 P.M. Pacific ( 10:00 A.M. - 6:00 P.M. Eastern )
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Friday
7:00 A.M. - 12:30 P.M. Pacific ( 10:00 A.M. - 3:30 P.M. Eastern )
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Second & Last Thursday of the Month
9 A.M. - 3:00 P.M. Pacific ( 12:00 P.M. - 6:00 P.M. Eastern )
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Saturday and Sunday
Closed
2026 Closure Dates
Thursday, January 1, 2026 and Friday, January 2, 2026 ( New Years )Monday, January 19, 2026 ( Martin Luther King Jr. Day )Monday, February 16, 2026 ( President's Day )Tuesday, March 31, 2026 ( Farmworkers Day )Monday, May 25, 2026 ( Memorial Day )- Friday, June 19, 2026 ( Juneteenth )
- Friday, July 3, 2026 ( Fourth of July Observed )
- Monday, September 7, 2026 ( Labor Day)
- Monday, October 12, 2026 ( Indigenous Peoples' Day )
- Thursday, November 26, 2026 and Friday, November 27, 2026 ( Thanksgiving )
- Thursday, December 24, 2026 through Friday, January 1, 2027 ( TechSoup Winter Break )
Where to Confirm Hours of Operation
Find our weekly Live Chat hours by clicking the at the bottom right corner of your browser window. The hours will be the first message to populate in the pop up window.
TechSoup will update the hours in this TechSoup Support article and in the Help widget to reflect any changes to our normal hours of operation.
How to Chat with a TechSoup Customer Service Representative
Check out the visual guide below to see what each step looks like.
Steps to Connect
Step 1: Select the Help widget,
, located in the bottom right corner of www.techsoup.org and support.techsoup.org.
Step 2: Enter one of the terms or phrases listed below to connect; such as "customer service".
NOTE: When experiencing high volumes of contacts, the Live Chat queue may become full and temporarily close - members will receive a message TechSoup representatives are currently unavailable. The temporary closure is to ensure TechSoup can connect with each member waiting. Members will need to try to connect later, and in the meantime are encouraged to check TechSoup Support for answers to their questions.
Step 3: You will be prompted to provide your contact information and a description of the issue; you can request a copy of your chat transcript by downloading it or sending it to the email address you enter. Once the chat form is filled out, select “Connect with Agent” to enter the Live Chat queue. After you enter the Live Chat queue...
FIRST: A message providing information on how to access TechSoup Digital Solutions and Services for Nonprofits appears.
SECOND: A system note with the Hours of Operation appears.
THIRD: A system note on where you are in line
NOTE: If there is no wait, you will not receive this system note and instead will be connected with a representative after a few minutes.
FOURTH: Potentially Long Wait Times
As a 501(c)(3) nonprofit ourselves TechSoup does our best to provide quality and timely service with the resources we can sustain. Due to this TechSoup's Live Chat can experience wait times exceeding one hour. We appreciate our members understanding and patience while we work to connect with everyone who reaches out to us with the resources TechSoup currently has available!
Unable to Access Live Chat
Not seeing the Help widget,? Complete all of the troubleshooting in TechSoup Support article, Unable to access TechSoup Customer Service’s Live Chat and learn of an alternative contact option for TechSoup Customer Service.
Receiving the Message: "Our agents are currently unavailable. Please try again later"
When experiencing high volumes of contacts, the Live Chat queue may become full and temporarily close. When this occurs members will receive the "Our agents are currently unavailable. Please try again later" message and not be able to access the"Connect with an Agent" form.
The temporary closure is to ensure TechSoup can connect with each member waiting. As a nonprofit ourselves TechSoup does our best to provide quality and timely service with the resources we can sustain. We apologize for any inconvenience the delay in connecting with our customer service team may cause.
In the meantime, we encourage you to review the TechSoup Support article for answers to your questions. You may also be interested in utilizing the Alternative Contact Option: TechSoup's Community Forums detailed in Unable to access TechSoup Customer Service’s Live Chat?.
Visual Guide: How to Connect with a TechSoup Customer Service Representative
1. To see 
at the bottom right corner of your browser window, you must "Accept" all cookies when the prompt appears at the bottom of the screen when arriving at www.techsoup.org or support.techsoup.org.
Select your web browser for instructions on how to enable cookies in that specific browser:
2. Select the in the right corner of of the browser window.
Do not see the Help bubble? Complete all of the troubleshooting in TechSoup Support article, Unable to access TechSoup Customer Service’s Live Chat?. This article also contains instructions on how to contact TechSoup Customer Service an alternative way, if the troubleshooting is unsuccessful.
3. You will be connected to with TechSoup Support Virtual Assistant. This AI ChatBot will allow you to search for answers to your questions.
Move on to Step 4 if the TechSoup Support Virtual Assistant is unable to assist you.
4. Enter one of the following terms or phrases to connect to a TechSoup Representative:
Terms
- Contact
- Agent
- Customer service
- Customer agent
- Customer representative
Phrases
- Talk to agent
- Talk to a person
- Talk to someone
- Chat with a human
- Chat with a representative
- Connect me to a live agent
- Connect me to a person
5. Enter your information into the required fields, then click "Connect with Agent".
Receiving the Message: "Our agents are currently unavailable. Please try again later"
When experiencing high volumes of contacts, the Live Chat queue may become full and temporarily close. When this occurs members will receive the "Our agents are currently unavailable. Please try again later" message and not be able to access the"Connect with an Agent" form.
The temporary closure is to ensure TechSoup can connect with each member waiting. As a nonprofit ourselves TechSoup does our best to provide quality and timely service with the resources we can sustain. We apologize for any inconvenience the delay in connecting with our customer service team may cause.
In the meantime, we encourage you to review the TechSoup Support article for answers to your questions. You may also be interested in utilizing the Alternative Contact Option: TechSoup's Community Forums detailed in Unable to access TechSoup Customer Service’s Live Chat?.
6. After successfully submitting the "Connect with an Agent" form, you will join the Live Chat queue and wait to be connected with a representative. You can expect to see the following if you have successfully joined the Live Chat queue.
FIRST: A message providing information on how to access TechSoup Digital Solutions and Services for Nonprofits appears.
SECOND: A system note with the Hours of Operation appears.
THIRD: A system note on where you are in line
NOTE: If there is no wait, you will not receive this system note and instead will be connected with a representative after a few minutes.
7. TechSoup Customer Service Representative has Joined the Chat.
Depending on contact volumes, there may be long periods where no messages appear between joining and connecting with a TechSoup Customer Service representative. As a nonprofit ourselves TechSoup does our best to provide quality and timely service with the resources we can sustain. We appreciate our members' patience while we work to connect with everyone.
When a TechSoup Customer Service representative joins the chat the following system note will appear (the representative's name will also populate at the beginning of the sentence).
TechSoup Plus Members
The TechSoup Plus membership provides access TechSoup benefits plus additional discounts and resources to help you better serve your mission.
- How to Confirm Your TechSoup Membership Level
- How to Upgrade Your TechSoup Membership
- Already a TechSoup Plus Member
How to Confirm Your TechSoup Membership Level
In your TechSoup account, select the organization's name to view and edit it's details. You will see TechSoup Core or TechSoup Plus listed under "Membership"
How to Upgrade Your TechSoup Membership
Upgrade your TechSoup Core membership to TechSoup Plus for expert guidance, exclusive resources, and maximum savings on the technology your nonprofit needs.
Already a TechSoup Plus Member
In your fulfillment email, access the TechSoup Membership contact, which can be used to book a meeting, and the TechSoup Plus Member Guide which includes all the information you need to get the most from your TechSoup Plus membership. Fulfillment Emails can also be accessed within your TechSoup account.
Log in to the TechSoup Engagement Hub to access your TechSoup Plus membership benefits, which include:
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1:1 Consultations: Get answers from experienced Microsoft, AWS, Google, and other technology specialists.
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Exclusive Member-Only Resources: Access relevant content, webinars, how-to guides, and workshops to answer questions and resolve your support needs.
- Vibrant Discussions & Networking: Dive into solution-focused conversations with like-minded changemakers and TechSoup experts! Share knowledge, resources, and tools to do more good together.
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