Getting Help & Contacting Support – Bonterra

Contacting Customer Support

Our Support team is available weekdays (Monday–Friday) from 8 AM–6 PM EST to answer any questions!

Extended Hours during Giving Day "high seasons": 9 AM – 2 AM EST
Spring: mid-February to May 31st
Fall: October 1st – Giving Tuesday

Chat with us

After logging in, look for the Product Support widget at the bottom of your screen. Click to open it and start a conversation — no separate login or external window required.

About the Product Support Tool

The Product Support Tool is an AI-first chat platform built directly into GiveGab. It draws on Bonterra's help documentation to answer product questions, help you navigate platform features, and connect you with our support team — all without leaving your workflow.

The tool works best for how-to, navigation, workflow, and feature questions. For technical errors or bugs, we recommend submitting a support ticket via email or through the Bonterra support portal.

Tips for best results:

Be as specific as possible — include the feature name or the action you're trying to complete
Ask follow-up questions freely; the tool keeps context across your conversation
Include steps to reproduce an issue, error messages, and any other relevant detail when contacting support

Connecting with a live agent

If the AI assistant can't resolve your question, type "human" or a similar prompt to request a live support agent.

Agents online: You'll be connected in real time, and the conversation continues in the same chat window — no need to start over
Agents offline: You'll be prompted to fill out a brief form to submit a support ticket, and a member of our team will follow up by email

Note: To keep your data safe, avoid sharing sensitive details such as PHI or PII in the chat.

Send us an email

You can always reach our team at customersuccess@givegab.com. Please include your name and your organization's name when you reach out.

Track your support requests

Once you submit a support ticket, whether through the chat, the support form, or email — you can track its status and view your full support history in the Bonterra support portal.

Log in to the portal using your GiveGab account credentials and navigate to My Requests or My Activities to view open, pending, and past tickets. All previous chat history from Intercom has been migrated to the portal as well.

Check our Status Page

Visit our Status Page to view hours for scheduled (and unscheduled) maintenance and updates on any open incidents.

Searching for information on Support SLAs?

Visit this page on the Bonterra website to learn more.

Questions about your Giving Day?

Please contact your Host — their contact information is listed in the footer of the live Giving Day website.

For all other inquiries...

For billing, sales, or account management questions, please visit our Support page here.