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Unable to access TechSoup Customer Service’s Live Chat?

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Contents

 

Where is Live Chat Located?

For instructions on how to access Live Chat and information about contacting TechSoup Customer Service, including Hours of Operation, please review: How Do I Contact TechSoup Customer Service?

Live Chat is available on:

Live Chat is not available on:

Upcoming Live Chat Closures

TechSoup and our Live Chat will be closed on the following dates:

  • Thursday - April 10, 2025 ( Live Chat Maintenance )
    • Closed during the morning, will reopen by 12p.m. Pacific.
  • Monday - May 26, 2025 ( Memorial Day )
  • Thursday - June 19, 2025 ( Juneteenth )

Troubleshooting: I Cannot Accessing Live Chat

The following troubleshooting resolves most website and Live Chat issues.  If you are unsure how to complete any of the troubleshooting actions we recommend checking your browser's Help option (usually located in the browser's settings) or using Google to locate the instructions specific to your browser.

1. Confirm our hours of operation and that there are no closures that day.

Review our Hours of Operation and Upcoming Live Chat Closures to confirm you are trying to chat when the Live Chat is available.

2. Make sure cookies are enabled.

You must accept and enable all cookies to ensure the TechSoup website functions correctly in your browser.  For example, you will be unable to access our Live Chat if all cookies are not enabled.

3. Clear your browser's cache and cookies.

Your browser's cache and cookies may be pulling out of date website information.  Clearing both will ensure the most current version of the TechSoup website is loading.

4. Clear your browser's history.

Your browser's history may be pulling out of date website information.  Clearing the TechSoup website from your browser history will ensure the most current version of the TechSoup website is loading.

5. Update your browser to the most current version.

The TechSoup website may have trouble loading properly on older versions of browsers.

6. Turn off pop-up and ad blocker extensions in your browser.

The TechSoup website utilizes pop-up windows.  Turning off pop-up blockers and ad blockers extensions will ensure our pop-up windows load correctly.

7. Try “incognito” or “private” browsing when using your browser.

“Incognito” or “private” browsing will turn off will ensure your browser does not store your browsing history, cookies, cache, or other temporary data, which can help websites load better.

8. Add www.techsoup.org and support.techsoup.org to your security’s “whitelist” or “allow” list.

Your browser or server's security settings may be affecting how the TechSoup website is loading.

9. Try a different browser.

The browser you are using may not be loading the TechSoup website properly.  Try a different browser to see if the issue occurs on other browsers as well.

10. Restart your computer.

Restarting a device can help reset systems and settings, and ensure any recent updates are live.

11. Try another device and Wifi network.

Sometimes the security related to your workplace hardware or tech may block access to certain websites or webpages.  Try accessing the TechSoup website on another device, such as a personal computer, or on a different WiFi network.

12. If using a mobile device, try using a computer instead.

Mobile devices (table, phone, etc.) are not recommended for accessing Live Chat. 

If using a mobile device, in your settings will need to change to the desktop website and possibly turn off your privacy settings.

  • Choose to "Accept" cookies when prompted at the bottom of the screen when arriving at the TechSoup website.
  • Android: Manage desktop mode settings
  • Apple: On an iPhone (depending on the IOS version) you will you have to click the extensions icon (puzzle piece) and then select the Request Desktop Website to be able to access the "Type your question here..." box in the Help window.

 

Troubleshoot: I am Only Receiving Automated Messages in Live Chat

Once you have joined the the Live Chat queue, awaiting a TechSoup Customer Service representative to connect with your chat, you will receive automated messages with information that may be useful to review while you wait.   The automated messages also ensure that your browser does not time out and accidentally kick you out of the Live Chat queue.

Have you filled out the Contact Us form within the Live Chat?

When you click on Help bubble.png you will join the Live Chat and be greeted by the TechSoup Virtual Assistant, which is a ChatBot.  You must enter one of the terms or phrases to have the Contact Us form appear, which starts the process of connecting with a TechSoup Representative.

Chat form 1.png

Chat form.png

 

Confirm you have entered the waiting area to connect with a TechSoup Customer Representative.

You will receive:

  1. A message letting you know that TechSoup Customer Service is not able to provide IT or in depth product support, and point you to TechSoup Services that may meet your support needs

  2. The average wait time.

  3. Where you are in line.

Chat wait.jpg

 

During certain times of the year Live Chat wait times can exceed two hours.

If you confirm you are in the Live Chat queue, and are receiving automated messages for a while, it is due to how busy the Live Chat queues are.  You may want to try chatting again at another time if you issue is not urgent.

Beginning January, 2024, TechSoup U.S. Customer Service transitioned to supporting our members exclusively through Live Chat.  As a 501(c)(3) 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. We appreciate our members’ patience when we experience delays and are always working towards improving our response times.

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