Contents

• Overview
• Hours of Operation
• How to Chat with a TechSoup Customer Service Representative
  • Step 1: Check our Hours of Operations.
  • Step 2: Select the Help widget, located in the bottom right corner of TechSoup's website.
  • Step 3: Enter one of the terms or phrases to connect with a representative.
  • Step 4: Provide your contact information and a description of your issues, than select “Connect with Agent”.
  • Step 5: Waiting in the Live Chat queue.
  • Step 6: A TechSoup Customer Service Representative has joined the chat.
• Unable to Access Live Chat?
  • The Help widget does not appear on TechSoup's website.
  • Receiving the message: "Our agents are currently unavailable. Please try again later"
• 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.

• Unable to access TechSoup Customer Service’s Live Chat?
• Live Chat FAQ

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:

• Monday through Thursday
  7:00 A.M. - 2:00 P.M. Pacific ( 10:00 A.M. - 5:00 P.M. Eastern )
   
• Friday
  7:00 A.M. - 12:30 P.M. Pacific ( 10:00 A.M. - 3:30 P.M. Eastern )
   
• Second & Last Thursday of the Month
  9 A.M. - 2:00 P.M. Pacific ( 12:00 P.M. - 5:00 P.M. Eastern )
   
• 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 also update the hours in this TechSoup Support article to reflect any changes to our normal hours of operation.

How to Chat with a TechSoup U.S. Customer Service Representative

If the following steps do not connect you with a TechSoup Customer Service representative, complete all of the troubleshooting within TechSoup Support articles, Unable to access TechSoup Customer Service’s Live Chat.  

Any system issues or outages will be noted in this article as well, under the header: TechSoup Systems: Current Status.

Step 1: Check our Hours of Operations.

TechSoup lists our current hours of operations and upcoming closure dates in this article.

Step 2: Select the Help widget,, located in the bottom right corner of TechSoup's website.

The Help widget,,  is visible on www.techsoup.org and support.techsoup.org.

You will be connected with the TechSoup Support Virtual Assistant, which is an AI Chat Bot.

Step 3: Enter one of the terms or phrases to connect with a representative.

Terms

• Customer service
• Customer agent

Phrases

• Talk to agent
• Talk to a person
• Talk to someone

"Our agents are currently unavailable. Please try again later"

If you enter one of the terms or phrases and receive the message, "Our agents are currently unavailable. Please try again later",  this means TechSoup is experiencing a high volumes of contacts.  To ensure TechSoup can connect with each person who is already waiting in the Live Chat queue, the system will temporarily close the queue so no additional persons can join.  Once TechSoup 

Step 4: Provide your contact information and a description of your issues, than select “Connect with Agent”.

You will be prompted to provide your contact information and a description of the issue in a Contact Form that appears after typing in one of the terms or phrases listed in Step 2.  A copy of the chat transcript will be sent to the email address provided.

Step 5: Waiting in the Live Chat queue.

FIRST: You will receive a message confirming you have entered the Live Chat.

SECOND: A system note with the Hours of Operation appears.

THIRD: If there is a wait, you will a system note on where you are in line will appear.  If there is no wait, you will not receive this system note and instead will be connected with a representative after a few minutes.

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!

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).

Step 6: A TechSoup Customer Service Representative has joined the chat.

You will receive a notification within the chat that a representative has joined the chat.

Unable to Access Live Chat

Review the TechSoup Support article, Unable to access TechSoup Customer Service’s Live Chat, and complete all of the troubleshooting to resolve the issue..

The Help widget does not appear on TechSoup's website.

Not seeing the Help widget,?  Complete all of the Troubleshooting: Help Widget Not Visible, in TechSoup Support article, Unable to access TechSoup Customer Service’s Live Chat.

This issues is typically caused by your browser or security settings blocking the widget because it is a pop up window.

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?.

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:

• 1:1 Consultations: Get answers from experienced Microsoft, AWS, Google, and other technology specialists.
   
• 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.