Estimated time: 5 min
This guide outlines the steps to contact the Advocate support team when you need assistance with a technical issue, account question, or general guidance.
Step 1: Contact Support via In-App Chat
The in-app chat is the fastest way to reach the support team.
Log in to Advocate.
Locate the chat bubble in the top right portion of the banner on your home screen.
Click the chat bubble to open a conversation with Andy, the Advocate virtual assistant.
Note: The chat box can be minimized and reopened at any time during the chat. Just click the chat bubble icon again, or click the "x" in the chat window to minimize it.
Andy will ask you to provide the following details:
Your name and organization (e.g. John Doe with XYZ Bank).
The case number and/or policy number the issue relates to. If a case or policy number is not applicable, type "N/A".
Once these details are provided, Andy will ask about the issue or question you have.
The AI agent will help answer any platform-related questions by providing step-by-step instructions.
If there is an error with the platform, or the chat agent cannot answer the question, the support team will be notified and will join the conversation to provide live assistance.
Note: Live support is available Monday through Friday, 9:00 AM to 5:00 PM EST, excluding U.S. bank holidays. Messages sent outside these hours that require human support will receive a response on the next business day.
Step 2: Email the Support Team
Use email to submit a question or issue at any time.
Send your message to [email protected].
Include the following information in the email:
Your name and organization (e.g. John Doe with XYZ Bank).
The case number and/or policy number the issue relates to. If a case or policy number is not applicable, type "N/A".
The issue you are experiencing or your question.
A member of the support team will respond within 24 hours.
Step 3: Contact Your Account Manager
For questions specific to your organization or for personalized assistance, contact your Advocate Account Manager or the representative managing your account directly.
Reach out to your Account Manager for strategic questions, account setup, or anything outside the scope of general support.
Your Account Manager's contact information is available in the onboarding materials provided when your account was created.
What Happens Next?
For in-app chat, the AI agent or a live agent will join the conversation during support hours. For email, expect a response the next business day. For account-specific questions, your Account Manager will follow up directly.